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About
The finer details
Personal Safety Awareness
- In small groups ask the attendees for what they consider to be conflict management and by group discussion.
- Listen to each group’s interpretation of CM and give feedback.
- Personal safety group exercise.
- Topics covered in this section:
- Legal aspects of managing aggression.
- Strategies to manage personal safety against the members of the public, and drivers.
Understanding Conflict
- Definitions of conflict.
- Understanding the principles of managing conflict with public/ drivers.
- Understanding the escalation scale.
De- escalating Conflict with public/ drivers
- A full description of strategies to diffuse conflict
- FLAG
- Face the public/ driver
- Listen to the public/ driver
- Acknowledge their problem
- Give an explanation to the public/ driver
Addressing Challenging Behaviour
- Phrases to calm situations with aggressive / public/ drivers
- Involving others
- 3 step process for managing challenging behaviour from public/ drivers
Action Planning and Feedback
- The language of Conflict Management
- Recording of incidents with public/ drivers.
- Feedback Opportunities
Delivery method
ClassroomCourse description:
Who should attend?
This course is suitable for everyone working within the Highways industry. It provides the most effective techniques and strategies for handling and resolving conflict in the workplace, including a working on the Highway.What will be covered?
Personal Safety Awareness
Understanding Conflict
De- escalating Conflict with public/ drivers
Addressing Challenging Behaviour
Action Planning and Feedback
Other areas of interest
Highways Conflict Resolution Training Course
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