Effective Conflict Management

  • Understand how to identify and manage risk
  • Understand what drives aggression from, and conflict with, clients
  • Understand the relationship between trauma and difficult behaviours and conflict
  • Understand what stress, burnout, vicarious trauma and vicarious resilience look like
  • Learn and use communication techniques to minimise the risk of conflict escalation
  • Implement the micro-skills of negotiating and defusing
  • Learn how to use de-escalation skills to minimise risk and maximise interactions
  • Understanding the importance of practitioner self-awareness and reflection