Conflict management

The course analyses the dynamics of interpersonal conflict in operational security settings, providing communication and behavioural tools to manage and de-escalate conflict situations with the public and between staff.

• Definition of conflict
• Communication and its different types;
• Verbal, non-verbal and paraverbal communication;
• The stages of conflict: the cycle of aggression

To acquire the communication techniques and behavioural strategies needed to recognise, manage and resolve conflict situations at work.