Conflict Management(CPDCM)

Provider: E M Training Solutions

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Description This course enables staff who have public interface (customers, service users, the public, etc) and require training in conflict management. A helpful course giving delegates a better understanding of how to prevent conflict situations escalating and giving confidence when they arise to competently deal with them. We suggest that delegates should be 18+
Duration 1 day - costs as agreed with client
Categories Leadership and Management, Management, Support Staff, Teaching staff, Assistant Headteacher, CPD Leader, Deputy Headteacher, Headteacher, Head of year / Pastoral leader, Business Manager, Special Educational Needs Coordinator, Administration Staff, Catering Staff, Learning Support, Pupil Support, Site staff, Technicians, Other support staff, Advanced Skills Teacher, Excellent Teacher, Main-scale (core) teacher, Newly Qualified Teacher, Non-practising teacher, Post-threshold Teacher, Pupil mentor, Supply / Peripatetic teacher, Trainnee (pre-QTS) teacher, Teacher trainer, Head of Department / Faculty, Examinations, Finance, Work-life Balance, Change Management, Coaching and Mentoring, CPD Leadership, Performance Management, Business Management, Organisational Improvement, Education system, Multi-agency Working, Out of school, In school, After-school meetings, Team lesson planning/teaching, Learning walk, Book, Magazine
Learning outcomes for participants/users and, where relevant, pupils or students


Communication – solves problems /reduces conflict
• Positive communication reduces conflict
• Manage customer expectations
• Know what the customer sees/feels
• Assertive or aggressive

Factors which influence responses in conflict
• Responses to emotional / threatening situations
• Factors generating angry responses
• Averting angry responses

Assessing/reducing risks in conflict
• Escalation Situations – stages
• Company Policy and Guidance
• Consider the risks
• Reduce the risks

Effective communication to reduce conflict in sensitive situations
• Non-verbal communication
• Overcoming barriers
• How can your work colleagues help
• Keeping yourself safe – exit routes, space
Good practice
• Help and support
• Learn from the situation
• Benefits of sharing good practice

Evidence underpinning this approach The provider has not supplied this information
How users/participants can evaluate success The provider has not supplied this information
Follow-up activities and support The provider has not supplied this information

This course does not have any pre-booked dates available. Please contact the provider directly to arrange this training.