Conflict Management
All staff whose duties include meeting the public need to be aware of their own and colleagues safety at all times. It is important that that they are able to communicate effectively to avoid difficult situations from arising and that they are aware of behavioural changes that can signal aggression. Last resort 'breakaway' techniques can also be beneficial to staff safety.
Who should attend?
All staff, particularly lone workers, whose duties include visiting members of the public at their homes, places of work or on the street.
Course Aim
To provide delegates with the knowledge and skill to risk assess, communicate effectively and safely with members of the public minimising potential risks to themselves and their colleagues.
Topics covered:
- Legislation covering Health and Safety for staff
- Dynamic risk assessments
- Safety systems
- Overcoming barriers to communication
- Developing effective communication skills
- How professional behaviour influences clients behaviour
- Symptoms of stress
- The Frustration Release model
- Techniques for diffusing aggression
- Strategies for handling potentially problematic situations
- Reasonable force criteria
- Simple 'Breakaway' techniques
Duration
1 Day