Target Audience

Who should take this course?

This Customer Service and Conflict Management Module has been written and designed for Security Professionals to underpin, re-calibrate and update their existing core Customer Service and Conflict Management skills.

AIMS

Why take this course?

This Module aims to provide learners with an understanding of the key skills and abilities required to provide a strong customer focussed experience and help manage (potential) conflict with confidence and Professionalism.

Objectives

Upon completion of these courses you will:

Upon completion of this Module you will have a deep understanding of: · What is Good Customer Service · The Value of Effective Communication · The Power of Body Language · Recognising Patterns of Behaviour and · Workplace Violence

Duration

What's my time investment?

This Module will take approximately 45minutes to work through, digest and complete.

Course curriculum

  • 1

    Introduction

    • Aims and objectives

    • Welcome

  • 2

    The basics

    • Introduction to conflict

    • Introduction to customer service

    • The value of effective communication

    • Quick test 1 - Customer service basics

  • 3

    Non-verbal communication

    • The power of good body language

    • Quick test 2 - Non-verbal communication

  • 4

    Recognising patterns of behaviour

    • Behaviour signals

    • Quick test 3 - Patterns of behaviour

  • 5

    Safeguarding and responsibility

    • Understanding workplace violence

    • Quick test 4 - Workplace violence

  • 6

    Completion test

    • Final test - Conflict management and customer service

    • End of Course Questionnaire

Instructor(s)

Senior instructor

Claire Humble

Leading on Safety & Security is a former Senior Police Officer and HE Assistant Director; Safety & Security, with a stand out reputation for delivering Sector Leading Transformational Change, Leadership and Security Strategy at all levels of an Institution. Her in-depth expertise in Security Operations, Systems & Risk Management is underpinned by a Masters level Degree in International Security and Membership of the Security Institute. Her experience includes: Safety & Security Strategy, Systems & Logistics Leadership & Management Security Operational Procedures Crime Prevention Security Risk & Threat Assessment Emergency Planning Investigation Transformational Culture Change