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CONFLICT MANAGEMENT AND PERSONAL SAFETY TRAINING

PROPOSED TIMINGS

1 day for generic course
1.5 day for specific course to create policy
Report collating policy ideas

INTRODUCTION

Like it or not, if two or more people are gathered together, there is a potential for conflict. But for some of us in our everyday work, normal conflict situations and tensions can turn into full blown aggressive incidents, which may not be only physically threatening, but also destroy our peace of mind and self esteem. How we manage this effectively is crucial.

This training course will give theory and exercises to defuse situations of potential conflict as well as practical tips in how to keep safe.

AIMS AND OBJECTIVES

Understanding negative conflict

• Learn how to recognise own 'triggers' for anger and negative conflict
• Learn how recognise the stages of an aggressive incident with difficult customers/client/team members/managers
• Build awareness of body language, tone of voice and gestures
• Learn assertion skills. Understand the difference between Submissive, Aggressive and Assertive behaviour

Conflict management techniques

• Learn de-accelerating techniques to calm a potentially aggressive incident
• Through role play, build confidence in realising own skills in dealing with aggressive incidents, and learn new ones from group members
• Learn listening and empathetic skills to calm difficult situations
• Learn stress-relieving techniques to cope with difficult situations

Security and Personal Safety

• Build awareness of own personal safety and boundaries
• Understand the official procedures and policies that are put in place by your organisation to keep employees safe
• Understand own limitations in some situations and find
effective ways to leave a potentially threatening situations

OTHER EXPERIENCE IN THIS AREA

• Creating personal safety policy for your organisation
• Checking to make sure the environment for your employees is safe
• Consistent emergency procedures for violent incidents

CLIENTS CREATIVE EDGE HAS WORKED WITH

• Connexions: Created personal safety policy for Lambeth Connexions
• Young offenders institutes
• NHS
• Police
• Royal Borough of Kensington and Chelsea: course run 6 times a year
• Oxford City Council: course run 8 times a year

WHAT DELEGATES HAVE SAID AFTER THE COURSE

• “We brought Milly in to help us create a personal Safety policy for Freston Road Connexions in Lambeth. We had suffered from a large number of aggressive incidents before she came. She created the policy with us through collaboration with all our staff over a week, and also gave staff some very useful training in conflict management. Everyone seemed to feel far less anxious after the course. It’s good to have something written down to safeguard our staff and also think of strategies to deal with emergencies.”
Manager for Connexions centre, London

• “I work on my own a lot of the time. I usually get a lot of aggravation. I really found this course useful, especially thinking of ways of calming down angry customers and keeping safe.”
Parking attendant: RBKC

“The potential of the Human Spirit is absolutely unlimited. All you need to know is how to tap into that well.”

(Jack Welsh, CEO, General Electric)

"Complex concepts, delivered in a fun way that makes them real!"

(Chris Goscombe, Director of Human Resourses, Easyjet)

Please contact Milly Sinclair
creativeedgeuk@aol.com 07703 181 630