Cost: £120.00 + VAT per person

A 1-day course, accredited by LANTRA, ideal for anyone whose day to day work brings them into contact with the general public, eg school sports fields, local authority amenity land, village or community sports facilities or play areas, golf courses, public parks and gardens, theme and leisure parks.

Inevitably, such people will meet situations of potential conflict and misunderstanding. Such events demand well-developed communication skills if they are to be dealt with sensitively with the best possible outcome being achieved for all concerned.

The aims of the Course

At the end of the course, delegates will be confident that they can deal satisfactorily with difficult situations and difficult people, they will know how to:

1. Perform their ‘day to day’ work, confident in the knowledge that their communication and conflict handling skills are sufficient for them to be able to handle difficult situations involving a range of different people with competence and without unnecessarily involving others e.g. Security
2. Prevent difficult situations/conflict situations from getting worse, in an authoritative but understanding way
3. Utilise agreed ‘best practice’ for dealing with conflict at work in a discreet and sensitive way
4. Apply their ‘learning’ immediately and review progress regularly with their colleagues and supervisors

Topics covered include:

• The Definition, Causes and Stages of Conflict
• The 5 natural responses to conflict
• Adapting our natural responses

1. Appropriate use of our natural responses
2. Key Principles and Critical Steps

• 10 tips for handling conflict
• Words that work
• Body language and how it can help or hinder
• Learning review  and issues arising
• Learning transfer  and action plans

This course is delivered to small groups (typically a maximum of 12 candidates) in order that all can participate fully.

The course tutor is Frank Newberry.  Trainer and motivational speaker Frank, a regular contributor to the Pitchcare magazine, has trained groundsmen and greenkeepers for more than 20 years, and so well understands the particular challenges they face.

Council and leisure centre staff, suppliers and customer-facing people from a range of different backgrounds have also benefitted from the workshop’s universal approach to dealing with difficult people and situations.

A range of delivery techniques is used, including interactive sessions and partner work.  Written work is kept to a minimum.

Delegates each receive a LANTRA Attendance Certificate.

Cost: £120.00 + VAT per person

For further details please contact chris@pitchcare.com or telephone 01902 440 263.

If you are an employer with a group of staff who would benefit from this course, we would be pleased to discuss your particular requirements. The outline above is adaptable flexible and can be tailor-made to meet clients’ particular demands or situations.