Conflict and Confrontation in your workplace

A business wouldn't be business without some conflict and confrontation, it's what makes it both interesting and challenging.  But too much conflict and confrontation can cost you and your business time and money:

Dfuse offers expert training to help staff deal with conflict and confrontation wherever they encounter it:

When attempting to change the culture of an organization or drive up productivity, Handling difficult relationships between colleagues, Facing aggressive or difficult clients and customers, Or dealing with antisocial behaviour out on the streets, in the course of their work or when travelling to and from work.

Effective Communication and Response

Are you confident that you know how to respond effectively in a confrontation? Do you know the techniques and approaches that will enable you to defuse and resolve conflict rather than make it worse?

We have teamed up with one of the UK's top hostage negotiators, experts at communicating and controlling highly charged situations, and with the Officer Safety Training Unit at the Met Police to create a unique training programme built on the principles of Communication and Appropriate Response (CAR). The programme is flexible enough to be applied to all types of conflict and accessible enough for everyone to learn how to assert control and get the best results out of any situation.

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As a not for profit organization Dfuse is driven by a core commitment to transfer these skills to as many people as possible and your involvement helps us fulfil this commitment. For every training course you buy Dfuse will organise another course at no cost for a community group of your choice, enabling your business play a key part in supporting the community.

Introduction to Communication and Appropriate Response

1. Are you really listening?

Have you ever found yourself listening to someone talk, but not really listening, just waiting for your chance to speak your mind? Active listening means responding to what the other person is actually saying, not what’s on your mind.

2. Do your questions hijack the conversation?

We often think asking questions is the best way to find out the cause and work out the solution to a problem, but questions can be self-seeking tools and asking too many often means you’re moving the conversation away from their agenda and onto yours.

3. The importance of what you don’t say

Have your emails or texts ever been taken the wrong way or misconstrued? It’s not surprising when you consider they contain no tone of voice or non-verbal language. It’s important to remember that so much of what you communicate doesn’t actually come from what you say, but from how you say it

4. Mind your language

Have you ever wondered how hostage negotiators convince people to let their hostages go? We often use words loosely when every word counts, we become emotionally involved when it is the language of detachment and the power of remaining non judgemental that we need to employ.

5. The power of Sorry?

Do you remember the last time someone came out and offered a genuine apology, how difficult it was to stay angry or upset. Claiming the moral high-ground can be one of the most effective response techniques in any difficult situation.