The ethos of the training will be based on simple and effective skills to deal with a range of conflict or potential conflict scenarios. We will focus on sound communication skills and techniques to respond to conflict situations. It will be presented using various methods including facilitation, group exercises and demonstrations with PowerPoint support. The variety of methodology appeals to delegates’ individual learning and communication styles and helps to keep them engaged. The length of time given to each module may vary dependent on the competency and previous training received by the delegates.