Overview
Managing conflict is an essential skill in every workplace. In this course, participants will learn de-escalation techniques and understand the cycle of aggression from both staff and customer perspectives. This will help participants manage conflict and situations more effectively through body language, listening skills, and personal space.
Learning Outcomes
- Identify your reactions to dealing with conflict
- Develop an understanding of the five conflict strategies
- Examine conflict resolution models and methods
- Understand what makes people 'difficult' to work with and how you can address these situations
- Develop a variety of strategies for dealing with difficult people
