1. Managing Conflict with Angry Clients:
Foundational Skills for Front-Line Staff
OCASI PD Conference, November 2010
St Stephen’s Conflict Resolution Service
This workshop is designed for front-line staff who want to improve their ability to
handle conflicts with angry clients. Participants will be introduced to concepts,
skills and techniques to help them manage tense situations, set boundaries and
resolve conflicts effectively.
Workshop Agenda
Welcome & Introductions
The Dynamics of conflict escalation
Overview of How to Respond to Angry People
Strategies for Remaining Calm
Active Listening Techniques & Skills Practice
Setting Boundaries
Closing and Evaluations