Conflict Management





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A unique course designed to meet the needs of your organisation



Our Conflict Management course has been born out of our experience in delivering training to the Private Security Industry in such high risk situations as Door Supervisors, Close Personal Protection and Tactical Risk Management. 


As a company, it is our policy to design and develop courses which specifically meet the needs of the client.  Too often we hear of courses being delivered to clients from a specific sector which bear no resemblance to the sector or situations in which candidates might find themselves.  At ICE we tailor every course to meet the needs of our client and the situations in which they conduct their business.


The Conflict Management course has been designed to offer very high levels of learning across every industry.  The course is both instructional and participative and delegates will engage in realistic learning scenarios, in environments in which they commonly find themselves.  This two day course will allow delegates to experience difficult situations and explore how those situations could be resolved.


The need for conflict management training for employees has never been greater.


It is a sad fact that, increasingly, employees face hostility from clients or the general public, often this can become a dangerous situation, especially if the situation or circumstance is mis-interpreted by either party. 


Such situations can very quickly escalate with either party exposed to an act of violence and the subsequent legal implications of such an act.


These occurrences very often happen as part of the job role or whilst executing the job itself.  As a consequence the employer, under the Health & Safety Act, must make provision for staff training to eliminate or reduce the possibility of work related violence



The Heath and Safety at Work Act imposes the requirement that the workplace must be safe:


  • Employers have a legal duty to ensure the work place and environment is safe

  • Safety at work is a state of mind

  • Employee and employer must recognise that the work role can sometimes be dangerous.

The Health and Safety Executive defines work related violence as

                    an assault or threat which occurs while the victim is/was working and

                     was perpetrated by a member of the public


Every incident is the result of a sequence of events.  The proactive employee understands and identifies the signs of potential risk and conflict before they become a real threat and will then respond in a way which will prevent the situation from escalating.  An employee who can do this will greatly reduce the risks of the job. 


This reduction of risk is a benefit to the employee, the employer and to others who may be involved.


There are always certain activities which will increase the possibility of anger and frustration escalating and it is important to identify when these could occur and as a result, take steps to reduce the risk of aggression or conflict.


The course will encourage employees to consider each and every situation in which they find themselves and respond accordingly.


Employees will be made aware that they can reduce the risk of conflict by developing self-awareness.
This means understanding their own reactions when they are stressed, frustrated or angry and how this may affect their behaviour when facing a threatening situation and the importance of maintaining self-control and objectivity.


Application of communication skills and conflict management


 An implicit part of the course will be the candidates involvement and participation in scenarios which may commonly occur in their job role.  This will allow discussions to take place to reinforce communication skills and conflict management learning.  A list of scenarios will be agreed which will be used throughout the course and whilst time may not permit all of them to be used the trainer will select a range of scenarios to best suit the needs of the group.



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