Dr. Andrew J. Edelman & Associates Inc.
Training and Consulting Services

Leadership, Team-Building, and Executive Development
Conflict Management Systems: Intervention, Mediation, and Resolution
Organizational Risk Management
Interpersonal Skills Development - Customer Service
Interpersonal Skills Development - Human Resource Management
Corporate and Agency Stress Management
Instructional Design and Educator Mentoring
Public Speaking and Presentation Coaching
Interview Preparation and Career Development

Why Your Organization Needs Conflict Management and Leadership Development Certification

Since 1993, Dr. Andrew J. Edelman has provided individuals, groups, and organizations with proven, practical crisis prevention, conflict management, and leadership development training programs considered by experts in the field to be among the most advanced and effective ever developed.

Our goal is to provide individuals, groups, and organizations worldwide with a revolutionary series of proven, practical, and cost-effective training solutions to meet the demands and challenges of our diverse global environment. Each of our training solutions is dedicated to teaching the safest and most effective methods of defusing, controlling, and resolving a wide variety of conflict situations and scenarios which may arise at your place of work or business, ranging from verbal disagreements to violent assaults, including:

·          customer service complaints

·          dissatisfied, agitated, and irate clients

·          disorderly individuals and groups

·          HR and personnel disputes

·          harassment and stalking

·          threats to organizational security and safety

Our philosophy stresses that crisis prevention begins by developing and enhancing the conflict management skills of individual practitioners as well as assigned conflict management teams to reach a proficiency level that meets or exceeds professional law enforcement and federal executive protection standards. Our training will help you and members of your organization acquire the critical verbal, physical, and psychological tools that contribute to the rapid resolution of conflict in any environment.

Our goal is to teach you how to act in response to incidents and events rather than to react, to respond to a confrontation without being pulled in emotionally, and to act professionally with clarity, tact, and dignity in such a manner as to promote swift and effective win-win resolution for all concerned parties.

How can my organization benefit from enhanced conflict management proficiency?

Whether facing dissatisfied customers or dangerous assailants, we focus on the design of custom-tailored training programs to help your organization manage any situation with increased confidence and safety, while at the same time preserving the dignity and respect of all involved parties. The following are just some of the types of business and service organizations that have benefited from TCI conflict management certification and training:

Hospital and Health Care Organizations:Doctors, nurses, administrators, support staff, human resources, and caregivers deal with a wide variety of conflict management scenarios. Improving staff’s “bedside manner,” conflict management, and communication proficiency can enhance a health care organization’s safety, reputation and profit while maximizing the perceived and actual quality of client care.

Colleges and Universities: Administrators, deans, professors, counselors, and customer service specialists face a variety of student conflicts related to interpersonal issues, grading policies, course placement, and financial aid. Improving the conflict management proficiency of these educational professionals can reduce conflicts while increasing the campus climate, safety, and enrollment.

Security and Executive Protection: Protective service professionals deal with a variety of conflict scenarios within diverse, socio-economic and cultural environments. This requires a high degree of proficiency in both dispute resolution, interpersonal communication, and crisis prevention. Improving such skills for today’s proactive protective service professional can prevent tragic instances of excessive use of force, wrongful death, while enhancing the reputation of host clients.

Government and Non-Profit Organizations: City, state, and federal government agencies as well as religious and cultural institutions have long realized the importance of effective interpersonal communication and conflict resolution skills in daily interactions with the public. Enhancing such skills can prevent needless escalation of conflict while building relationships and trust within the assigned community.

Human Resources and Management:Today’s HR and management professionals face more interpersonal conflicts than ever before. TCI certification is essential for all organizational team members who are responsible for dispute resolution, mediation, employee counseling and discipline, and organizational development and training. Conflict management proficiency training can maximize team building, cooperation, and morale while reducing stress, burnout, turnover, and the likelihood of workplace violence.

Sales and Customer Service: Establishing connections, rapport, and credibility with clients and customers have never been more essential for today’s dedicated sales and customer service representatives who wish to maximize their client base and achieve greater salary levels. TCI conflict management certification can help your sales and CSR staff members effectively connect with difficult people and secure more accounts, resulting in lasting, win-win relationships.

Children, Adults, and Families: TCI specializes in designing customized conflict avoidance and personal protection programs for children, adults, and families. Emphasis is on crime and violence prevention and realistic self-defense training within real-world environments. TCI’s AssaultProof, BullyProof, SprayandGetAway, and ECCHO-911 programs have been cited by law enforcement experts worldwide as among the most effective personal protection training programs ever developed.

Specialized Professions: Attorneys, accountants, realtors, consultants, flight attendants, pilots, military personnel, and other professionals who work or travel round the clock within remote or isolated settings often face stressful conflict management situations. These sensitive issues often involve criminal justice and financial matters which, if poorly handled, can result in revenge, retaliation, lawsuits, and in extreme situations, physical or armed attacks. TCI conflict management certification can be custom-tailored to provide these professionals with the verbal, physical, and psychological techniques to minimize client aggression and violence while, at the same time, building a climate of mutual understanding and trust in meeting the client’s goals and objectives.

The worldwide need for conflict management training

Unfortunately, whether at work, school, home, or play, even a casual encounter, exchange of words, or minor disagreement can suddenly escalate without warning into an explosive verbal, physical, or armed confrontation. Such situations, if not carefully and correctly managed, can expose you and members of your organization to an unlimited range of short and long-term threats to your personal safety, professional reputation, and “bottom line.”

If you are serious about preventing and managing conflicts safely and effectively, you need TCI training and certification, recognized by human resource, mediation, and crisis prevention experts worldwide as one of the most effective conflict management systems ever created. In fact, since 1993, our TCI graduates from over 300 major agencies and corporations have safely defused, controlled, and resolved over 5,000 documented conflicts and confrontations, often within 90 seconds or less. Without raising their voice or losing their cool.

Dr. Andrew J. Edelman & Associates Inc. offers over 100 different training courses and certification options to maximize your conflict management proficiency. Whether facing dissatisfied customers or dangerous assailants, we will design the ideal training package to help your organization manage any situation with increased confidence and safety, while at the same time preserving the dignity and respect of all involved parties.

     The Essential 5 Critical Responses to Conflict

The TCI conflict management system is the only system of its kind in the world that uses a five-phase approach in response to disagreements and disputes:

 (1) Crisis Prevention -This first phase of training focuses upon stress management, personal threat avoidance, profile and prevention of dysfunctional behaviors, the psychology and physiology of dissatisfaction, causes and trends of workplace violence, and establishing rapport within diverse, multi-cultural environments. Emphasis is on the physical and mental preparation for effective conflict management.

(2) Crisis Communication - This second phase of training focuses upon the avoidance of the most common communication errors and pitfalls, effective verbal conflict management, communicating and setting limits with irate or disorderly persons, and summoning assistance when physical or armed escalation is imminent. This phase of conflict management is the most critical since it has been estimated that 95% of all conflicts can be defused, controlled, and resolved with effective verbal and non-verbal communication skills.

(3) Confrontation Control -This third phase of training deals with conflict management situations in which words have failed and the individual is no longer in the mood for chatting. Despite all attempts to talk the person down, the person becomes physically resistive or confrontive, either refusing to move or leave the area, moving into your body space, or pushing/grabbing at you when approached. This phase of conflict management training offers you and your organization extensive training in the legal, ethical, and safe use of force options to minimize liability and personal injury.

(4) Confrontation Support and Survival -This fourth phase of training deals with conflict management situations that have become dangerous or life-threatening. Although rare, the likelihood of facing combative or armed subjects is nevertheless on the rise in many school, workplace, and community environments that were once thought of as “safe havens.” A nightly glance at the evening news since September 11, 2001 sadly confirms this unfortunate reality.  This phase of conflict management training offers you and your organization in-depth training in the management and evasion from assaultive, combative, and lethal threats. This phase of conflict management training can be tailored to a variety of needs, ranging from anti-abduction, stranger-danger, and specialized crime prevention courses for children and families to proper and legal use of personal protection devices during high-risk confrontations.

(5) Crisis Resolution -This final phase of training deals with the “aftermath management” of a conflict or confrontation. Training includes medical treatment, debriefing and documentation, post-trauma crisis counseling, dispute mediation and conflict resolution, conflict management systems design, public relations and vicarious liability management, and crisis response team evaluation and enhancement.

7 levels of certification to maximize your organization’s ability to defuse, control and resolve conflicts

In order to provide the finest conflict management training available, Dr. Andrew J. Edelman & Associates Inc. offers its clients seven levels of conflict management training certification and quantitative assessment. Each of these levels is progressive in nature with specific requirements and pre-requisites at each level. This seven-level system (see Table 1 below) has been modeled after the ranking systems devised by those of traditional Asian martial arts systems, with TCI’s exclusive Belt Rank Equivalency (BRE) and Conflict Management Proficiency Rating (CMPR). In the TCI system, this ranges from a beginner BRE of Orange Belt and a CMPR of 500 to an expert BRE of 4th Degree Black Belt and a CMPR of 1500 or greater. See our appendix in this text for details on our unique and powerful quantitative assessment instruments.

These certification levels allow TCI graduates from around the world to quantitatively compare their ability to manage conflicts with others in their field in over 20 different attributes. No other conflict management training system in the world offers this unique feature. As you can see, this allows you and members of your organization to customize the level of training, ranging from basic Introphase level for customer service professionals to expert Instructor level for law enforcement, military and executive protection specialists.

Table 1. Dr. Andrew J. Edelman & Associates Inc.    TCI Seven-Level Certification System