Sia Compliant Conflict Resolution and Management

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This unit is intended for people who want to work in the private security industry and who require an SIA licence to practise. It covers the knowledge and understanding for areas that are relevant to front line roles. Learning Outcome Assessment Criteria The learner will: The learner can: write me an essay.com 1. Understand the principles of conflict management appropriate to their role 1. 1 State the importance of positive and constructive communication to avoid conflict 1. 2 Identify the importance of employer policies, guidance and procedures relating to workplace violence. 1. 3 Identify factors that can trigger an angry response in others 1. Identify factors that can inhibit an angry response in others 1. 5 Identify how managing customer expectations can reduce the risk of conflict 1. 6 Identify human responses to emotional and threatening situations 2. Understand how to recognise, assess and reduce risk in conflict situations 2. 1 Identify the stages of escalation in conflict situations 2. 2 Explain how to apply dynamic risk assessment to a conflict situation 3. Understand how to communicate effectively in emotive situations and de-escalate conflict 3. 1 State how to use non-verbal communication in emotive situations 3. Identify how to overcome communication barriers 3. 3 Identify the differences between assertiveness and aggression 3. 4 Identify ways of defusing emotive conflict situations 27 3. 5 Identify appropriate approaches to take when confronting unacceptable behaviour 3. 6 Identify how to work with colleagues to deescalate conflict situations 3. 7 State the importance of positioning and exit routes 4. Understand how to develop and use problem solving strategies for resolving conflict 4. 1 State the importance of viewing the situation from the customer’s perspective 4. 2 Identify strategies for solving problems 4. Identify win-win approaches to conflict situations 5. Understand good practice to follow after conflict situations 5. 1 State the importance of accessing help and support following an incident 5. 2 State the importance of reflecting on and learning from conflict situations 5. 3 Identify the importance of sharing good practice 5. 4 State the importance of contributing to solutions to reoccurring problems Unit Content LO1: Understand the principles of conflict management appropriate to their role • The importance of positive and constructive communication to avoid conflict o Be proactive in giving information to customers. Listen to the individual, before you respond. o Maintain a calm tone and non aggressive body language. • The importance of employer policies, guidance and procedures relating to workplace violence: o Legislation – Health and Safety at Work Etc Act 1974. o Reduce risk of litigation/employer/employee. o Protect company reputation. o Provide clear role and responsibility. • Factors that can trigger an angry response in others: o Factors, for example: Being drunk or on drugs Emotions – anger, pain, upset etc. 28 o Possible triggers, for example: Showing disrespect. Threatening/aggressive behaviour.

Insulting behaviour. • Factors that can inhibit an angry response in others: o Self control. o Calmness. o Fear of prosecution. o Fear of retaliation. • How managing customer expectations can reduce the risk of conflict: o Clear communication. o Managing unrealistic expectations. o Explaining procedures. o Proactive service delivery. • Human responses to emotional and threatening situations: o Fight or flight. o Fear. o Shock. LO2: Understand how to recognise, assess and reduce risk in conflict situations. • The stages of escalation in conflict situations: o Frustration o Anger Aggression o Violence • How to apply dynamic risk assessment to a conflict situation: o Think ‘safety first’. o Assess the situation. o Consider your options. o Take action. LO3: Understand how to communicate effectively in emotive situations and deescalate conflict • How to use non-verbal communication in emotive situations, for example: o Awareness of personal space. o Non aggressive body language. o Open hand gestures. • How to overcome communication barriers, for example: • Move to a quieter area. 29 • Speak slowly and calmly. • Non aggressive body language. • Be patient. The difference between assertiveness and aggression, for example: o Assertive Firm but fair. Calm. Polite. o Aggressive Threatening. Rude. Unsympathetic. • Ways of defusing emotive conflict situations, for example: o Positive communication. o Empathy. • Appropriate approaches to take when confronting unacceptable behaviour, for example: o Assertive. o Positive communication. o Non aggressive body language. o Empathy. • How to work with colleagues to de-escalate conflict situations, for example: o Dynamic risk assessment. o Positioning. o Switching. • The importance of positioning and exit routes, for example: o Non-aggressive stance. Maintaining personal space. o Ensure an escape route is available for self and aggressor. LO4: Understand how to develop and use problem solving strategies for resolving conflict. • The importance of viewing the situation from the customer’s perspective e. g. o Helps to defuse conflict situations. o Enables the use of empathy. o Builds a rapport. • Strategies for solving problems, for example: o Empathy. o Rapport. o Manage the customer expectations. 30 • Win-win approaches to conflict situations, for example: o Both sides satisfied with outcome Satisfaction of self Customer treated fairly

LO5: Understand good practice to follow after conflict situations • The importance of accessing help and support following an incident: o Emotional support o Reduces the possibility of post traumatic stress disorder. • Importance of reflecting on and learning from conflict situations, for example: o Making improvements. o Sharing good practice. o Identifying poor practice. • The importance of sharing good practice: o Sharing expertise. o Improved procedures. o Improved safety. • The importance of contributing to solutions to re-occurring problems, for example: o Improved customer service. o Improved morale and safety