Manage conflict situations

Overview:

This is about dealing with situations where there is actual conflict or the potential for conflict between people. The unit includes using effective communication and body language to defuse the situation, whilst maintaining the safety of yourself and others, giving advice and warnings, and calling for assistance when required. The unit does not include attempting to physically control or restrain people. This unit applies to conflict situations arising both from the public and from colleagues within your organisation.

Keywords: Conflict, dispute, arguments, voilence, disagreements