Welcome to CONFLICT COMPASS
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Managing conflict effectively is crucial for customer facing roles, particularly when engaging with people who may present as aggressive or exhibit complex emotional behaviours.
Session objectives
Improve confidence​
Our qualified practitioners will lead facilitation, helping participants (frontline staff) feel more confident in handling difficult, more sensitive conversations.
Achievable strategies
The primary goal of this training is to empower frontline staff with practical tools and strategies to:
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Recognise/manage aggressive or emotionally charged situations.
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Build rapport with customers to foster trust and cooperation.
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Enhance emotional intelligence to best understand customer needs.
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De-escalate conflicts efficiently and maintain a safe environment.
Reduction of stress
As a result of the training, we expect:
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Frontline staff to experience reduced stress in high-pressure situations
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The guidance to contribute to a safer, more supportive work environment, and,
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organisationally, for staff retention to increase and attrition to reduce.
Our approach
Theory
Brief presentations on core concepts.
Practice
Role-playing/group exercises
to apply learning.
Reflection
Facilitated discussions to share experience/insights.
How the day's training flows
Pre-session survey
Individuals will have the opportunity to discover their DISC personality style and receive an individual report with coaching tips.
Self-defence or Yoga
Our fitness instructor will lift the energy of the session with a basic self-defence or chair Yoga ice breaker - intended solely for empowering frontline staff.
Debrief on DISC strategies
We start the formal session by reflecting on DISC personality strengths and development areas in conflict management.
Preventing conflict
Our practitioner will then walk through solutions for preventing conflict situations, from setting ground rules and boundaries to spotting signs.
Catching conflict
For catching conflict strategies we cover de-escalation tips, verbal/non-verbal strategies with examples for face-to-face, groups and phone calls.
Self-care strategies
We also provide evidence-based self-care tips for frontline staff, including diaphragmatic breathing, desk stretches and healthy habits.
Role play
Participants will have the chance to practice the strategies discussed with one of Populi's actors.
Debrief
Further to the role play, our practitioner will bring the group back together to reflect and consider takeaways.
Logistics
Our optimal number for the sessions is 10-12 participants. Attendees should wear clothes they feel comfortable in for light exercise.
Participant Testimonials
Additional Resources
