Management of conflict and violence

Q - Are any of your employees at risk from verbal abuse, conflict, aggression or violence?

Q - Can all of your people prevent and defuse conflict, complaints, aggression and potentially violent situations?

What can MCM do?

MCM can develop training programmes that will give your people the strategies, skills and confidence to deal effectively with conflict situations.
These can be designed as stand-alone video packages, or as training sessions to be conducted by your own personnel.
Whatever format you prefer, the programme will be tailored to the specific needs of your organisation, and will relate directly to the day-to-day problems encountered by your staff.
MCM can also provide consultancy, advice and specific procedures for the selection of front-line personnel, measures designed to reduce stress and design considerations.

Complaints, conflict and aggressive incidents cost you money. There are not just the obvious and immediate costs of interrupted business, injuries, damage and time off. The 'hidden' costs can be even higher.
Disproportionate line-management time, short-and long-term loss of trade, increased staff and management turnover, increased stress levels and stress-related illness, damage to image and reputation - all add up to very significant losses.
One major leisure company estimated the cost of avoidable conflict at over £5 million per year. Our training programme reduced their levels of conflict by 40%.

All staff-customer interactions have the potential for conflict, hostility and aggression. Many front-line employees have to deal with difficult, frustrated, angry, drunk or aggressive people on a regular basis.
All employers have a legal and moral obligation to provide such training as is necessary to ensure the safety at work of their employees. By using MCM, you can be sure that your employees will get the best possible training, from the recognised leaders in this field Improving morale and efficiency Investment in training from Britain's leading experts will also demonstrate your organisation's genuine concern for the safety and well-being of your employees.
Evaluation studies show that participants view the provision of MCM training as tangible proof of the company's interest in their welfare, and recognition of the challenges they face.

They will understand the nature and causes of conflict and aggression in their work context.
They will know exactly when, where, how and why aggressive incidents and conflict situations are likely to occur.
They will learn the most effective monitoring, surveillance and prevention strategies.
They will be able to use diplomatic early-intervention skills to stop trouble before it starts.
They will be able to use proven effective calming and de-fusing techniques.
They will be able to exercise control without re-escalating the conflict, and cope effectively in situations involving threats and weapons.

MCM are recognised as the leading experts on conflict, aggression and violence. Our training programmes and videos have won the National Training Award, the CBI Award for Excellence and the British Institute of Innkeeping Training Award.
Dr Peter Marsh, Director of MCM, is an international authority on violence, widely read and highly respected in both academic and commercial contexts.
Kate Fox has produced national award-winning training programmes on the management of conflict and aggression, and on handling drug users and dealers - in addition to international consultancy work on the prevention of violence. Dr Marsh and Kate Fox are the authors of Drinking and Public Disorder, regarded as the definitive study of alcohol-related violence.
We have produced training programmes for service staff, security staff, pub managers, night-club door staff, retail store managers, sales staff, and betting-shop managers. Our programmes have been directly responsible for substantial reductions in conflict and violence. Our clients include major companies such as RANK LEISURE, BASS, WHITBREAD, THE PORTMAN GROUP, CORAL RACING and MARKS & SPENCER.
We are also advisors on the prevention and management of violence to the Home Office and the Police.
If you demand the same standards as these benchmark companies and leading authorities, talk to us.