This course is only available to UNISON members.

Conflict Management

This course – delivered using Microsoft Teams – by a specialist tutor is aimed at members who may be required to work with angry, aggressive or challenging people in the course of their work day.
Learn how to communicate effectively and how to apply practical strategies to de-escalate and resolve conflict. On completion of this Conflict Management course you will be able to:

· identify how to effectively plan for managing angry and aggressive people
· recognise the different stages of conflict escalation
· utilise strategies to diffuse and calm anxious and aggressive people
· remain calm and composed to ensure the most positive outcome
· understand how to respond to anger and aggression appropriately and effectively
· interpret body language and be more aware of the signals that you are projecting
· maintain physical ‘safe’ distance and demonstrate Positive Defensive Standing (PDS).

email to register

Tutor's organisation: 2Resolve

Course Dates


1:30 pm - 4:00 pm

This course is no longer available for applications.