Conflict Management Course
Type: Physical ParticipationIn the event of a conflict, it is important that employees know how to skillfully and kindly resolve the situation. In this training we teach key figures the right communication techniques and methods to act hospitably.
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Target audience:
Casino employees and executives
Previous education requirements:
Basic addiction prevention course must be completed
Level:
MBO and/or HBO level
Course duration:
One course day from 10:00 AM to 5:00 PM.
Location:
On location or a chosen location
Attendees:
Maximum 12
Study load:
7 training hours and 3 hours of preparation/reflection.
Study material:
E-reader and e-learning, printed material is also handed out during the training.
Assessment:
The trainer assesses the participants on the aspects of attitude, motivation and behavior. The participant must obtain at least a passing grade on all components.
Certificate:
After successfully completing this training, participants will receive a digital certificate. This certificate meets the requirements that DEKRA sets for conflict management training for casino employees.
- Conflict styles;
- ABCD model;
- Handling A and B behavior (frustration-aggression);
- Handling C behavior (instrumental aggression);
- Handling D behavior (physical/explosive aggression);
- Bad news conversations;
- Complaint conversations;
- Influence on substance use and aggression;
- Verbal and non-verbal communication;
- LSD conversation technique.
- Redirecting instrumental aggression;
- Dealing with frustration-aggression;
- Conduct effective complaint conversations;
- Recognizing rising tension in oneself and in the guest;
- Do they de-escalate and master regulatory techniques;
- Intuitively and professionally set boundaries while maintaining the working relationship;
- Providing shelter and aftercare for colleagues after a shocking event;
- De-escalate according to the ABCD model.
This course is tailor-made. The working method therefore depends on the chosen composition of the course.
In this course, the trainer often works together with a training actor and involves presentations, debates, testing, conversation simulations and working in subgroups.
Curious about the possibilities?
Tailored to your wishes
Every casino is unique, and so are the employees. Our strength is tailoring to your wishes, so that training is always tailor-made if desired.
We also offer seminars or expert meetings.
Curious about the possibilities? Contact us via the contact form.