The learner will: The learner can:
1. Understand the principles of conflict management appropriate to their role 1.1 State the importance of positive and constructive communication to avoid conflict 1.2 Identify the importance of employer policies, guidance and procedures relating to workplace violence. 1.3 Identify factors that can trigger an angry response in others 1.4 Identify factors that can inhibit an angry response in others 1.5 Identify how managing customer expectations can reduce the risk of conflict 1.6 Identify human responses to emotional and threatening situations 2. Understand how to recognise, assess and reduce risk in conflict situations 2.1 Identify the stages of escalation in conflict situations 2.2 Explain how to apply dynamic risk assessment to a conflict situation 3. Understand how to communicate effectively in emotive situations and de-escalate conflict 3.1 State how to use non-verbal communication in emotive situations 3.2 Identify how to overcome communication barriers
3.3 Identify the differences between assertiveness and aggression 3.4 Identify ways of defusing emotive conflict situations 27 3.5 Identify appropriate approaches to take when confronting unacceptable behaviour 3.6 Identify how to work with colleagues to deescalate conflict situations 3.7 State the importance of positioning and exit routes
4. Understand how to develop and use problem solving strategies for resolving conflict 4.1 State the importance of viewing the situation from the customer’s perspective 4.2 Identify strategies for solving problems
4.3 Identify win-win approaches to conflict situations
5. Understand good practice to follow after conflict situations 5.1 State the importance of accessing help and support following an incident 5.2 State the importance of reflecting on and learning from conflict situations 5.3 Identify the importance of sharing good practice
5.4 State the importance of contributing to solutions to reoccurring problems Unit Content
LO1: Understand the principles of conflict management appropriate to their role • The importance of positive and constructive communication to avoid conflict o Be proactive in giving information to customers.
o Listen to the individual, before you respond.
o Maintain a calm tone and non aggressive body language.
• The importance of employer policies, guidance and procedures relating to workplace violence: o Legislation – Health and Safety at Work Etc Act 1974.
o Reduce risk of litigation/employer/employee.
o Protect company reputation.
o Provide clear role and responsibility.
• Factors that can trigger an angry response in others:
o Factors, for example:
Being drunk or on drugs
Emotions – anger, pain, upset etc. 28
o Possible triggers, for example:
• Factors that can inhibit an angry response in others:
o Self control.
o Fear of prosecution.
o Fear of retaliation.
• How managing customer expectations can reduce the risk of conflict: o Clear communication.
o Managing unrealistic expectations.
o Explaining procedures.
o Proactive service delivery.
• Human responses to emotional and threatening situations: o Fight or flight.
LO2: Understand how to recognise, assess and reduce risk in conflict situations. • The stages of escalation in conflict situations:
• How to apply dynamic risk assessment to a conflict situation: o Think ‘safety first’.
o Assess the situation.
o Consider your options.
o Take action.
LO3: Understand how to communicate effectively in...