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Conflict Resolution - Tactics for defusing difficult situations

Featured in the Dealing with Difficult and Aggressive Behaviour training manual

By Caroline Love

Category: Conflict Resolution

Credit price: 3 download credits (Single user)

At some time we may be faced with difficult or aggressive behaviour in colleagues or clients. This training activity provides an opportunity to consider tactics to use to help defuse difficult situations, to avoid escalation to increasingly difficult or aggressive behaviour.

You introduce the training activity. The participants then work in small groups to consider the tactics they would or could use in different settings, outlined in case studies; each small group considers one case study. In a whole group discussion, you help the participants to develop0 a list of ways to signal non-aggression. The training activity ends with a summary of the learning which leads in to more detailed work later in the programme.

Who is it for: This training activity is intended for use by trainers with participants using case studies to identify tactics to defuse difficult situations and learn how to avoid a situation escalating. They will examine principles for action and techniques for defusi

Resource Type:Activity
Min Group Size:4
Max Group Size:20
Typical Duration:01:45:00
No of Pages:20

Resources: View standard resources for Fenman training activities

Purpose: This training activity is intended for use by trainers at the start of a programme on dealing with difficult and aggressive behaviour, once you have completed the introductory activities and introduced the ‘Phases of an incident’. This activity can also be used as part of a programme on dealing with violence, managing conflict, or negotiating tactics.

Download the training activity, Conflict Resolution - Tactics for defusing difficult situations as featured in the Fenman training manual; Dealing with Difficult and Aggressive Behaviour