This training programme will create better understanding of practical issues about conflicts and explore skills that individuals can apply to protect self, others and properties while using appropriate strategies to influence the situation and achieve productive outcome.
Who should attend?
Open to everyone. Frontline workers that are in regular contact with members of the public, customers/clients and line managers or supervisors will benefit greatly.
Content
Local and global analysis of conflicts
Individual’s responses – 3Fs factor
Risks assessment
Legislations and policies
Environmental factors (socio-cultural dynamics)
Communicating and listening
Power of engagement
Stakeholders’ assessment and involvement
Referrals and reporting up the ladder
Documentation and record keeping
