Develop a mediation approach to limit escalation and manage sensitive situations.
Goals
- Understanding the stages of a conflict and the role of the mediator.
- Adapt your communication to the profiles of the people you encounter.
- Managing stress and knowing the protective measures covered in the workshop.
Program
Analyze the conflict
- Identify phases, expectations and sources of misunderstanding.
- Discover the different phases of oral conflict.
- Misunderstanding: the genesis of stress and conflict.
Mediation stance
- Listen to the parties, ask questions and formulate a balanced response.
- Identifying different personality profiles: Typology and concepts of understanding.
- Adapting to the communication style of the person you are speaking to (Verbal communication).
Adapted communication
- Adjust your words and body language while remaining calm.
- Take ownership of security investments.
- Learning safe placements based on location and situation.
Personal protection
- Discover the release techniques planned in the practical workshop.
- Apply these guidelines to a concrete professional situation.
Practical application and feedback
- To work on a situation close to the participants' real-world experience.
- Compare several responses and observe their effects in an exchange or incident.
- Develop reflexes adapted to one's professional context.
Evaluation and validation methods
Prior self-assessment and assessment of acquired skills at the end of training.
Target audience
Mediators, security personnel, nursing homes and agents in contact with difficult public
Prerequisites
No prerequisites