Online Conflict Management Level 2

Session 1. Principles of Conflict Management 

1.1. State the importance of positive and constructive communication to avoid conflict.

1.2. State the importance of employer policies, guidance and procedures relating to workplace violence.

1.3. Identify factors that can trigger an angry response in others .

1.4. Identify factors that can inhibit an angry response in others .

1.5. Identify human responses to emotional and threatening situations.

Session 2. Recognize And Reduce Conflict Situations

2.1. State how managing customer expectations can reduce the risk of conflict.
2.2. Identify the stages of escalation in conflict situations.
2.3. State how the application of dynamic risk assessment can reduce the risk of conflict.
2.4. State the importance of positioning and exit routes.

Session 3. De-escalate Conflict

3.1. State how to use non-verbal communication in emotive situations.
3.2. State how to overcome communication barriers.
3.3. Identify the differences between assertiveness and aggression.
3.4. Identify ways of defusing emotive conflict situations.
3.5. Identify approaches to take when addressing unacceptable behavior.
3.6. State how to work with colleagues to de-escalate conflict situations.

Session 4. Conflict Management

4.1. State the importance of viewing the situation from the customer’s perspective.
4.2. Identify strategies for solving problems.
4.3. Identify win-win approaches to conflict situations.

Session 5. Good Practices

5.1. State the importance of accessing help and support following an incident.
5.2. State the importance of reflecting on and learning from conflict situations.
5.3. State the benefits of sharing good practice.
5.4. State why security operatives should contribute to solutions to recurring problems.