Dealing with Conflict
Conflict Management Training for Traffic Management Operatives
Every day our operatives engage with the general public and road user whilst manning road closures. On occasion some situations have the potential to involve conflict.
We regularly receive observation reports from our operatives stating that they have been confronted by irate members of the public who absolutely refuse to follow a traffic diversion when a road is closed, regardless of advance warnings and signage.
On a number of occasions our operatives have been verbally abused, threatened with physical violence and in extreme situations have even had vehicles deliberately drive towards them. In order to assist them in dealing with difficult situations like these we asked Juice Learning www.juicelearning.com to help us by providing a training course for our operatives. The one day course provides the following-
- The avoidance of conflict and reduction of personal risk
- Providing the skills and tools required when diffusing difficult situations; including verbal and aggressive behaviour
- How to use basic models of communication and apply communication skills to conflict management
- Resolving issues and learning from conflict