Conflict is part of our everyday life, but we aren’t often prepared to deal with it effectively. This program covers the identification of potentially escalating conflict and provides best practise tools (verbiage, body language adjustments, enhancing empathy, stance and positioning etc) to help de-escalate the situation. We also offer proven and easy to learn physical protection skills that are designed to assist learners with creating safe separation from aggressive parties and remove themselves from the situation. Through the enhancement of these interpersonal skills, attendee’s will be empowered to achieve more positive outcomes during conflict situations and will have improved abilities to navigate conflict situations with more confidence. The program further helps provide attendees with the knowledge needed to better develop and maintain positive relationships as well as identify and effectively deal with difficult behaviours.
Anticipate causes of conflict and harmful behaviour and respond to prevent escalation.
Demonstrate knowledge and understanding of effective communication principles.
Identify escalating conflict and respond within the framework of both legal and organisational requirements.
Understand the principles of achieving verbal control.
Have enhanced situational and environmental awareness observation skills.
Use effective observation and active listening skills to elicit and interpret verbal and nonverbal cues.
