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External Conflict Management

About the course

Brief Description of the Course:

This is a fully online course and requires access to an internet enabled computer or tablet. Once students receive the log in details for the programme then they can complete the course at any time and the certificate can be printed off at the end of the course. The course consists of a series of short training units followed by a quiz. The quiz can be retaken if it is not achieved at the first attempt.

With almost 700,000 incidents of violence and 374,000 adults experiencing physical violence at work in 2017/18, there is a crucial need to train staff in conflict management to effectively deal with conflict situations; or to avoid such a situation from occurring or escalating out of control.

However conflict more-often-than-not does not include physical violence, but normally takes the form of a dissatisfied customer or client. And with multiple studies and surveys showing the negative effects that losing a dissatisfied customer has on a business, awareness of the different factors involved may assist in solving a dispute or preventing a negative outcome.

Entry Requirements: This course is available to all individuals with an internet enabled tablet or computer. The training and assessment is only available in English.

Certification: This course is certified by the CPD certification service.

Course Units:

Preventing conflict – Understanding the roots of conflict to minimise its potential, and intervening effectively in conflict situations to prevent them escalating.

Conflict resolution – Effective steps that might be taken to satisfy a disgruntled customer. What to do and not to do.

Explaining the motivation of clients/customers who become ‘difficult’ – Why some clients/customers get agitated or angry, and the importance of satisfying their demands.

How to control your own behaviour – Helping to defuse a difficult situation with a client/customer by adjusting one’s own behaviour, controlling one’s emotions, and turning a bad situation around.

Costs:

All applicants must complete fire awareness before they can access any further courses. The fire awareness course is free with the first course booked per applicant and must be repeated annually with new bookings. 1 booking = 1 course (regardless of whether this is multiple individuals on one course or one individual on multiple courses.

To book multiple courses please complete the Business Course Booking form. This can be requested through adultskills@myerscough.ac.uk.

Number of bookings per application (business or individual) - Cost

1 - £12

2-9 - £10

10-49 - £8

50+ - £6

Discount is applied per booking and not per company, for example a company/individual booking 15 candidates/courses will pay £8 per course. If they subsequently book a further 6 places, they will pay £10 per course.

Progression: Please see the industry short online training section of the Adult Skills website for our full training offer.

How to Apply:

To apply for this programme, please complete the on-line application form using the links on the right of the factsheet on the website. Alternatively, printed application forms are available from Adult Skills:

Address: Myerscough College, St Michaels Road, Bilsborrow, Preston. Lancashire, PR3 0RY

Telephone: 0800 652 5592

Email: adultskills@myerscough.ac.uk

Website: www.myerscough.ac.uk/shortcourses

Please note that the information provided in this fact sheet was accurate at the date of publication. However, programmes of study are continually being modified and information is therefore subject to change.