Conflict management - Personal development

The course examines the dynamics of interpersonal conflict in operational security settings, providing communication and behavioural tools for managing and de-escalating conflict situations with the public and between staff.

A certificate of attendance is issued.

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

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