home » conflict Enter your keyword(s) in the box below to search the website: Solutions » Conflict Telephone Rage – dealing with difficult callers Difficult or abusive callers require skilled handling and this course is designed to enable administration and support staff to respond positively and effectively by developing a structured approach. Helping the caller in a supportive, professional way, projecting a favourable image of the organisation and looking after personal well-being is the theme of this enlightening day. Telephone staff are also helped to protect themselves from the effects of verbal abuse. Read more... Bullying Awareness – a one day workshop for staff It is inherent in the ways individuals in the workplace interact that a certain amount of ‘banter’ and even more ‘robust’ exchanges are a natural part of workplace lore. Occasionally this gets out of hand and causes harm where none was intended. On the other hand, bullying does occur, it is a common phenomenon and one which employers have to take very seriously. One way to avoid or at least minimise the risk in both cases is to make bullying and harassment open topics of conversation in organisations. This seminar style day is designed to raise awareness and suggest ways that staff can help reduce the incidence of bullying – real and perceived – and what to do if they think a colleague needs help or support. Read more... How to Deal with Difficult People A seminar which entertains and empowers employees at all levels by giving them new communication and problem solving strategies. We demonstrate the difficult situations and ways to handle them, and scenarios can be adapted to reflect typical or recurring problems in your organisation. Read more... How to Handle Conflict, Disputes and Disagreement This practical workshop uses evidence based techniques to give delegates an opportunity to develop and practice strategies for working with difficult or threatening behaviour. This is the premier ‘soft skills’ course for people working on the front line. It covers the essential skills for defusing and de-escalating conflict, and provides the basis for building a constructive working relationship even under the most trying circumstances. Read more... Handling Anger and Disruptive Behaviour This workshop is intended for people working with challenging behaviour in young people. The aim of the workshop is to give staff a range of techniques for teaching anger management skills through exercises and other activities. The starting point is to provide a non-threatening ‘vocabulary’ for talking about anger with the young people involved, followed by the identification and amplification of existing strengths and resources. This workshop has been specially developed for use in educational settings. Read more... Handling Violence and Aggression For those whose work may bring them into situations where they are at risk from aggression and physical attack. This one day course is designed to ensure that staff are kept safer, and that employers comply with their duty of care by ensuring that those who are at risk from physical assault are given lawful and competent training. We also provides a number of more ‘in depth’ personal safety courses tailored to specific working environments and risks. Read more... Anger Management Delegates at our sessions regularly ask for guidance on how to deal with their own responses, in particular anger. Anger is a universal, natural and understandable emotion, yet it is one of the least understood. This workshop has proved highly successful helping people deal with anger in their client group as well as understanding, and managing, their own feelings and responses. It also provides exercises and guidance for preparing anger management workshops for others. Read more... Bullying and Harassment – a one day workshop for managers This experiential workshop provides a sound framework for managers responsible for staff. This module has been specially designed help them understand and recognise the dynamics of bullying, and the types of behaviour which can easily be misinterpreted. The day also equips managers with ideas on improving communications in order to avoid appearing ‘heavy handed’ when instructing and supervising staff, particularly where deadlines are concerned. It also covers the statutory obligations towards staff, how to protect them and the interests of the organisation. Read more...