Conflict Resolution

The QSS Group Ltd
Course summary
1 day
150 GBP excl. VAT
Full time
Online courses
Professional Training
The QSS Group Ltd

Course description

Conflict Resolution

This course aims to:

  • Provide organisations and their employees with an awareness of how to identify & protect themselves in the face of confrontational behaviour in the workplace.
  • Ensure that organisations and their employees understand the laws that apply to them in the event of an assault.
  • Identify risks to personal safety and the benefits of having company policy's and procedures on personal safety.
  • Identify indicators of aggressive behaviour and methods of diffusing potentially confrontational situations.

Suitability - Who should attend?

Suitable for any person working with general public.

Ideal for all individuals working in following roles:

Welfare to work

Customer Service



Any environment where there is a risk of confrontational situations.

Outcome / Qualification etc.


Each successful candidate will receive a certificate of attendance and completion.

Training Course Content

The Law

The course provides an understanding of the laws that apply to businesses and their employees. The four main categories of assault are defined and the methods for reporting and recording confrontational behaviour are explained.

The Work Environment

The risks to personal safety are identified and the benefits of having company policy’s and procedures on personal safety are explained. The course also provides an understanding of the situations that may increase the risk of conflict.

Personal Safety

Details of the common threats in the workplace and the establishment and maintenance of a personal safety zone is thoroughly explained. The use of breakaway techniques to protect personal safety are also covered.

Resolving Confrontational Situations

Guidance is given on how to identify the indicators of aggressive behaviour and the methods, which should be used to diffuse potentially confrontational situations. The use of verbal and non verbal signals to minimise conflict and observational / listening and communication skills to diffuse conflict.

Course delivery details

We do not offer open courses unfortunately as we like to adapt and personalise our courses to customer specific needs and requirements upon request.


If classroom based, dependant on location.

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About provider

The QSS Group Ltd

The QSS Group Ltd are a quality & Safety Consultancy business based in the Midlands. We have over 30 years experience within the safety industry and over 20 years experience in providing Health & Safety Training. We offer a wide...

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Contact info

The QSS Group Ltd

2 St George's House
Vernon Gate
DE1 1UQ Derby Derbyshire

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