Conflict Risk Management - Franklins Training Services Ltd

Course Aim:

For learners to develop their Knowledge and Skills to avoid Conflict and Reduce Risk

Course Duration:

6 hours

Who Should Attend:

Any staff members working in an environment where they have direct contact with the public or where internal conflict may arise.

Objectives:

  • Identify Violence & Health & Safety responsibilities
  • Apply the definition of workplace violence to a range of different situations
  • Identify common conflict experience specific to the workplace
  • Describe the primary, secondary and teriary control measures for reducing the risk of violence or aggression
  • Outline how the management of care setting conditions can help to reduce the risk of violence or aggression
  • Apply the SAFER model to demonstrate an effective dynamic risk assessment to a range of situations
  • Assess a range of situations using the POPE model
  • Explain the difference between unknown risk and high risk
  • Recognise human responses to threatening situations
  • Identify the conditions and behaviour that trigger an angry response in people
  • Give examples of internal and external inhibitors that effect an individuals response to a range of difficult situations
  • Choose the most appropriate responses to a situation involving potential conflict
  • Identify the elements of positive communication to promote a professional image during first contact and initial response
  • Demonstrate how the expectations of the service users can be managed to avoid an escalation of the situation
  • Explain how the attitude/behaviour cycle can effect the outcome of a situation
  • Describe the basic elements of communication
  • Demonstrate practical solutions to reduce or remove the identified blocks to promote effective communication
  • Explain the impact of the channels of communication in maintaining effective dialogue
  • Demonstrate an open hand gesture to signal non aggression
  • Describe the importance of adopting an appropriate position to reduce conflict and maintain exit options
  • Explain how the attitude /behaviour cycle can effect the outcome of a situation
  • Give examples of appropriate eye contact and active listening techniques during conflict situations
  • Demonstrate how to control space and maintain safe and appropriate space during a conflict situation
  • Describe the importance of adopting a safer stance when dealing with an aggressive individual
  • Describe signs and signals a person may display when a situation is escalating from frustration through to violence
  • Apply the strategies to defuse and calm a range of situations
  • Demonstrate an empathic response to build a sense of trust and recognise the other persons view of the situation
  • Identify the principals within the assault cycle to defuse and calm aggressive or violent situations
  • Give examples of appropriate assertive behaviour and responses to a range of situations involving unacceptable behaviours
  • Choose an effective exit strategy to remove himself/herself to a place of safety
  • Explain the law in relation to self defence and reasonable force
  • Give examples of how to provide support for victims
  • Explain the needs to rebuild relationships between the victim and aggressor
  • Explain the need for recording incidents
  • Explain the importance of reflecting and learning from the experience of conflict
  • Explain the importance of sharing good practice contributing to long term solutions to re-occurring problems and issues.

Course Content:

  • Risk Assessment
  • Self Awareness
  • Proactive Service Delivery
  • Communication
  • Signalling Non Aggression
  • Defusing & Calming
  • High Risk Conflict
  • Post Incident Considerations
  • Action Plan

Assessment method:

  • Formative observation and direction. Scenarios and Q&A
  • Summative: Quiz, Q & A

This course is available in our dedicated Colchester training room, if you would like to book this course or request more information about doing a training session nearer your business please fill out the fields below

Request More Information

Our Testimonials

They are very professional and encourage the staff to participate in training. Any questions the staff have they are willing to answer or will find out

Deborah D
Care Home

My whole experience was very good; from the friendly staff on the phone, when I booked my place on the course to when I received my certificate through the post.

Stuart

I have used Franklin’s Fire and Safety as a preferred training provider with two separate companies, and would highly recommend them.

Lynne Bell
Care Home

Copyright © 2016 Franklins Training Services Ltd (9230689)
Unit 6 Lanswood Park, Broomfield Road, Elmstead Market, Colchester, Essex, CO7 7FD
VAT Number 248 874 652 | Terms of Service | Privacy Policy