Dealing with Potentially Dangerous People The Management & Resolution of Conflict Dealing with Violence and Aggression 1day Dealing with Violence and Aggression 2day   Creating Effective Organisational Relationships Screening in Recruitment Assertiveness Skills Presentation Skills & Public Speaking Resolving Conflict by Modifying Behaviour Improving Customer (Patient) Service   The Management of Threats to Life Security & Loss Prevention Foundation Course Security Officer: Basic Job Training The Professional Security Officer The Advanced Security Officer CCTV Control Room Operator CCTV Control Room Manager   Team Building Skills for Leaders 1day Team Building Skills for Leaders 2day A Leadership Solution for Sickness and Absenteeism   Fire Marshals: Fire Safety and Responsibilities Control of Substances Hazardous to Health Working with Display Screen Equipment Workshop on Manual Handling Operations Workshop on Scaffolding and Ladders Stress Management Basic Health and Safety Risk Assessment   First Aid at Work: First Aider First Aid at Work: First Aid Refresher First Aid Appointed Person Paediatric Appointed Person   Basic Food Hygiene Intermediate Food Hygiene Food Risk Assessment (HACCP's)

Course title Resolving Conflict By Modifying Behaviour Course duration 1 day on site Awarding body Management Mentoring International Course Aims Preventing conflict from occurring by minimising conflict situations when they occur Techniques for recovering from the incident and moving on after the conflict has arisen This course is vital for Receptionists, Nurses, Porters, Security personnel and anyone else who may be in the front line Course Outcome Staff who are adept at minimising the chances of genuine conflict arising, and who cope effectively with it when it does. Special Notes Each delegate nominates a situation that they struggle with or would like to improve their handling of, and each designs a detailed Action Plan to deal with it, drawing from their own experience as well as the skills and techniques taught during the course. Course Cost £850 per course delivered on site Maximum Delegates 12 delegates per course Contents A look at the situations in which staff can be open to conflict (verbal, physical or psychological abuse or intimidation) Maintaining, regaining or regaining self control when confronted by a variety of potentially disempowering situations Awareness of personal reactions and responses to situations Taking personal responsibility for making a change Directional Management 4 Key Steps to Handling Confrontation Understanding Behaviour Assertiveness & Management Styles Introduction Conflict Response Questionnaire Conflict - Situation Awareness 3 Principle Conflict Handling Modes Using Role Theory to Resolve Confrontation Pre-empting Confrontation by Increased Awareness Taking responsibility for yourself and how you feel Understanding the link between conflict and tiredness Learn to maintain & increase your current energy levels Enhance your mental and physical stamina Bolstering your self confidence and belief system to handle conflict Rapport; Verbal and non verbal skills and techniques Language; what you say and what they hear Skills and qualities; a personal conflict survival kit A practical exercise involving all delegates where they get to practice a variety of techniques to deal with and handle a variety of conflict situations both situation based and personal. Contact NHS Trust Training Tel: 01628 686886 Fax 01628 686880 Email: NHS@health-safety-risk.com