CHALLENGING BEHAVIOUR & CONFLICT MANAGEMENT

Conflict resolution is conceptualised as the methods and processes involved in facilitating the peaceful ending of conflict. There are many professions and vocations that individuals can be placed in a potential conflict situation that with the correct handling can be dealt with in a calm professional manner. On this course, you will learn how to identify that a situation could arise and how to deal with it to avoid conflict. 

Course: Challenging Behaviour and Conflict Management 

Duration: Full Day

Contact Hours: 6 hours

Certification: Level 2

Assessment Type: Knowledge and Practical Assessment

This course is ideal for people who have no prior experience of challenging behaviour and conflict management.

Course: Challenging Behaviour and Conflict Management [Update] 

Duration: Half Day

Contact Hours: 3 hours

Certification: Awareness Course

Assessment Type: Knowledge and Practical Assessment

This course is ideal for people who have experience of challenging behaviour and  conflict management. Professionals requiring an update.

• Know how communication can be used to solve problems and reduce the likelihood of conflict.
•  Know the factors that influence human responses in conflict situations.
• Know how to assess and reduce risks in conflict situations.
• Know how to communicate effectively and de-escalate conflict in emotive situations.
• Know good practice to follow after conflict situations.

At the end of the session attendees will be able to:

• State the importance of positive communication as a way of reducing the likelihood of conflict
• Identify how managing customer expectations can reduce the likelihood of conflict
• Identify the differences between assertiveness and aggression
• State the importance of viewing a situation from the customer’s perspective
• Identify strategies that can be used to solve problems
• Identify human responses to emotional or threatening situations
• Identify factors that can trigger an angry response in others
• Identify factors that can inhibit an angry response in others
• Identify the stages of escalation in conflict situations
• State how to apply dynamic risk assessment to a conflict situation
• State the importance of following employer policies and guidance in conflict situations
• Identify measures that can reduce risks for people who may be involved in conflict situations
• Identify how to use non-verbal communication in emotive situations
• Identify how to overcome communication barriers in emotive situations
• Identify ways of defusing emotive conflict situations
• Identify how to work with colleagues to deescalate conflict situations
• State the importance of providing exit routes and space when dealing with an angry person
• State the importance of accessing help and support following an incident
• Identify the benefits of reflecting on and learning from conflict situations
• Identify the benefits of sharing good practice and contributing to solutions to recurring problems

• Knowledge Based Theory Test
• Practical Observation and Assessment

Challenging Behaviour and Conflict Management is just one of the many courses offered by #SAM247. Our courses are accessible for everyone wanting to improve their professional skills and knowledge base.

People who attend this course:

• Reception and Customer Service personnel
• Doctors
• Nurses
• Healthcare Workers
• Care and Support Assistants
• Allied Healthcare Professionals
• Care Givers and Family Members
• Anyone wanting to further their career prospects.

We aim to promote excellence through education. Being a nurse led company, we genuinely understand the difficulties that you may be facing within the Healthcare Sector. Service delivery and training ultimately pay a fundamental role in the quality of care people receive. to find out how #SAM247 can help you, please email us at: enquiries@samsolutions247.com