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The Institute of Criminal Justice Studies, The University of Portsmouth.


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Endorsed by -

Institute of Leadership & Management

Handling Conflict & Aggression

The TFS approach seeks not only to provide robust safety strategies but accelerates the exchange professional knowledge to provide practical ways to manage out high-risk and potentially fatal incidents away from your business with a clear recognition and application of what to do when de-escalation tactics fail (as inevitably they do when mental health and substance abuse are aggravating factors).

Within the commercial sector especially the disruption of serious & organised criminal gangs is a concurrent thread throughout as are the legal drivers and topical case law that if not interpreted correctly at source can cause significant reputational harm, especially the landmark Josephine Mitchell & Others v United Co-operatives Limited [2012] EWCA Civ 348 ruling that places the burden of employee safety measures, that are commensurate with the identified risks, solely upon the employer.

This course provides managers and staff with successful techniques for diffusing situations with demanding and threatening people, whilst reducing the likelihood of harm.

The benefits of TFS conflict management courses are:

  • Well trained staff who can confidently manage difficult situations and minimise the risk to themselves, colleagues and customers.
  • A reduction of incidents which could lead to injury resulting in less sickness, less stress and happier staff.
  • A safer working environment and place to visit.
  • Compliant with Health & Safety Regulations

Courses are tailored to meet each client's specific needs, but will typically include the following elements:

  • Identifying the key elements of risk analysis
  • Recognise and manage the disorientation associated with confrontation
  • Demonstrate safe working practices to improve personal safety
  • Identify and apply an effective model of conflict resolution
  • Provide useful identifying information for the police if required
  • State the legislation which will assist in protecting our staff and dealing with offenders

National Occupational Standards B5 09 01

Conflict Management Courses - Contact us for a free consultation.