Conflict Risk Management

Course Aim:

For learners to develop their Knowledge and Skills to avoid Conflict and Reduce Risk

Course Duration:

6 hours

Who Should Attend:

Any staff members working in an environment where they have direct contact with the public or where internal conflict may arise.


  • Identify Violence & Health & Safety responsibilities
  • Apply the definition of workplace violence to a range of different situations
  • Identify common conflict experience specific to the workplace
  • Describe the primary, secondary and teriary control measures for reducing the risk of violence or aggression
  • Outline how the management of care setting conditions can help to reduce the risk of violence or aggression
  • Apply the SAFER model to demonstrate an effective dynamic risk assessment to a range of situations
  • Assess a range of situations using the POPE model
  • Explain the difference between unknown risk and high risk
  • Recognise human responses to threatening situations
  • Identify the conditions and behaviour that trigger an angry response in people
  • Give examples of internal and external inhibitors that effect an individuals response to a range of difficult situations
  • Choose the most appropriate responses to a situation involving potential conflict
  • Identify the elements of positive communication to promote a professional image during first contact and initial response
  • Demonstrate how the expectations of the service users can be managed to avoid an escalation of the situation
  • Explain how the attitude/behaviour cycle can effect the outcome of a situation
  • Describe the basic elements of communication
  • Demonstrate practical solutions to reduce or remove the identified blocks to promote effective communication
  • Explain the impact of the channels of communication in maintaining effective dialogue
  • Demonstrate an open hand gesture to signal non aggression
  • Describe the importance of adopting an appropriate position to reduce conflict and maintain exit options
  • Explain how the attitude /behaviour cycle can effect the outcome of a situation
  • Give examples of appropriate eye contact and active listening techniques during conflict situations
  • Demonstrate how to control space and maintain safe and appropriate space during a conflict situation
  • Describe the importance of adopting a safer stance when dealing with an aggressive individual
  • Describe signs and signals a person may display when a situation is escalating from frustration through to violence
  • Apply the strategies to defuse and calm a range of situations
  • Demonstrate an empathic response to build a sense of trust and recognise the other persons view of the situation
  • Identify the principals within the assault cycle to defuse and calm aggressive or violent situations
  • Give examples of appropriate assertive behaviour and responses to a range of situations involving unacceptable behaviours
  • Choose an effective exit strategy to remove himself/herself to a place of safety
  • Explain the law in relation to self defence and reasonable force
  • Give examples of how to provide support for victims
  • Explain the needs to rebuild relationships between the victim and aggressor
  • Explain the need for recording incidents
  • Explain the importance of reflecting and learning from the experience of conflict
  • Explain the importance of sharing good practice contributing to long term solutions to re-occurring problems and issues.

Course Content:

  • Risk Assessment
  • Self Awareness
  • Proactive Service Delivery
  • Communication
  • Signalling Non Aggression
  • Defusing & Calming
  • High Risk Conflict
  • Post Incident Considerations
  • Action Plan

Assessment method:

  • Formative observation and direction. Scenarios and Q&A
  • Summative: Quiz, Q & A

This course is available in our dedicated Colchester training room, if you would like to book this course or request more information about doing a training session nearer your business please fill out the fields below

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Our Testimonials

They are very professional and encourage the staff to participate in training. Any questions the staff have they are willing to answer or will find out

Deborah D
Care Home

My whole experience was very good; from the friendly staff on the phone, when I booked my place on the course to when I received my certificate through the post.


I have used Franklin’s Fire and Safety as a preferred training provider with two separate companies, and would highly recommend them.

Lynne Bell
Care Home

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