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
