Aims

This course aims to consider a range of ways that professionals can understand how communication might become confrontational and to identify aspects of confrontational responses, and the perception influences reactions for a range of challenging behaviours.

Learning Outcomes

After completing this course, you will understand:

• The common causes of conflict and identify the different stages.​
• The level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation.
• About the impact that cultural differences may have in relation to communication.​
• How to identify the causes of communication break down and the importance of creating conditions for communication to succeed.​
• To use three communication models that will assist in dealing with different levels of conflict.​
• To recognize the warning and danger signals displayed by individuals during a conflict situation including the signs that may indicate the possibility of physical attack. ​
• To identify the procedural and environmental factors affecting conflict situations and recognize their importance in decision-making. ​​
• About, and be able to explain, the use of 'reasonable force' as described in law and its limitations and requirements. ​
• To identify the range of support, both short- and long-term, available to people affected by a violent incident.​

Topics covered