External Conflict Management


20–30 min

BackgroundCourse Overview

With around 649,000 incidents of violence and almost 300,000 adults experiencing physical violence at work in 2023, it is very important to train staff in managing conflict in the workplace in order to effectively deal with conflict situations.

However, most instances of conflict do not necessarily include physical violence, but normally take the form of a dissatisfied customer or client. And with the negative effects that losing a dissatisfied customer has on a business, effective conflict management training can assist in solving a dispute or preventing a negative outcome.

Safesmart delivers External Conflict Management Training for your organisation through Smartlog – our comprehensive health & safety compliance software.

Course Content

Preventing conflict – Understanding the roots of conflict to minimise its potential, and intervening effectively in conflict situations to prevent them escalating.

Explaining the motivation of clients/customers who become ‘difficult’ – Why some clients/customers get agitated or angry, and the importance of satisfying their demands.

How to control your own behaviour – Helping to defuse a difficult situation with a client/customer by adjusting one’s own behaviour, controlling one’s emotions, and turning a bad situation around.

This course contains test questions and issues a certificate upon completion.

This course is certified by the CPD Certification Service

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