Creating an Environment where People can Flourish

Service Description

Bespoke course designed for managers and staff working in the hospitality industry, retail and staff from other sectors employed in a front facing role dealing with the customers to enhance their positive communication skills and confidence when dealing with conflict in the workplace. Attendees will learn how to be assertive and defuse potentially violent situations when confronted by abusive and aggressive customers in a confident and professional manner. Course content: • Understanding how communication can be used to solve problems and reduce the likelihood of conflict • Understanding the factors that influence human responses in conflict situations • Learn how to assess and reduce risks in conflict situations • Learn how to communicate effectively and de-escalate conflict in emotive situations • The importance of following good practice after a conflict situation involving a customer • Breathing techniques and relaxations to help in stressful situations delivered by Shirley Brown from Prana Kiki Yoga • Scenario based conflict resolution training • Risk assessments and advice on your company policies and procedures to protect your staff in the workplace And so much more! This course has been specifically designed for the corporate and public sector and can be combined with our Personal Safety & Self Defence course. For further information please contact Brian Carr on 07545785154 or email info@befituddingston.com