Description
This online virtual classroom course is designed for frontline staff who may encounter conflict or work-related violence in their work.
This course aims to equip participants with the knowledge, skills, and practical strategies to identify risks and safely manage and de-escalate conflict.
This trainer-led virtual classroom course consists of two modules, each of which is 3.5 hours (including breaks) and is delivered over Zoom; total course duration is seven hours.
You will need to choose your online sessions from those available when you register.
IMPORTANT NOTE: When choosing your online sessions remember that Module One must be completed before Module Two.
Our expert trainers have years of experience working with individuals exhibiting behaviours that challenge and are dedicated to providing you with the most up-to-date information and techniques. Upon completion of the course, you will have the tools you need to understanding how behaviours can change and how to spot signs of escalation, respond to heightened risk situations and exit strategies.
This course will cover the following topics:
Module One | Preventing Conflict & Reducing Risk (3.5 hours)
This module is for people who regularly interact with customers or members of the public in their role.
- Defining work-related violence
- Rights and responsibilities
- Planning to reduce risks and vulnerabilities
- Instinctive reactions to emotional or threatening situations
- Conflict triggers
- Levels of escalation
- Meetings individual needs and expectations
- Influencing positive outcomes
- Communication skills
Module Two | Safer De-escalation (3.5 hours)
This module explores de-escalation strategies to resolve a difficult situation and achieve a positive and safer outcome while maintaining personal safety.
- Dynamic risk assessment
- Positive, non-aggressive approaches
- Safer positioning and teamworking skills
- Defusing, calming and resolving conflictConfronting behaviour
- Heightened risk indicators
- Exit strategies
- Post-event impact and responsibilities
- Learning from experience
This trainer-led virtual classroom course is two 3.5 hour sessions (including breaks) and delivered over Zoom. It can also be tailored for teams of colleagues to address the specific scenarios they face in their role and delivered by Maybo or by an organisation's in-house trainers either virtually or onsite - to arrange a consultation for team training please get in touch with us.
Scheduled course dates in 2023/2024:
Friday 19th April 2024 - 09:00
Wednesday 5th June - 09:00
Tuesday 20th August - 09:00
Booking instructions:
Click on 'ILT Calendar' at the top of the page to check course availability and then click 'Add to Cart' and follow instructions to book your chosen course. If a course isn't showing in the calendar it's fully booked.
Objectives
Module 1 | Preventing Conflict and Reducing Risk (3.5 hours)
Session 1 | Understand how to reduce the risks of work-related violence
On completion you will be able to:
- Identify what constitutes work-related violence
- Explain rights and responsibilities in your role
- Recognise and plan to reduce conflict and risk
Session 2 | Know the signs and causes of escalating conflict
On completion you will be able to:
- Recognise instinctive reactions to emotional or threatening situations
- Identify potential triggers of conflict
- Identify levels of escalation
Session 3 | Know how positive interactions can reduce conflict
On completion you will be able to:
- Recognise the needs and expectations of the people you interact with
- Identify how to influence positive outcomes
- Identify how to overcome barriers to communication
Module 2 | Safer De-escalation (3.5 hours)
Session 1 | Be able to use dynamic risk assessment to inform decision making
On completion you will be able to:
- Apply dynamic risk assessment to a situation relevant to your work
- Identify risks and inform decisions using the SAFER model
Session 2 | Be able to use safer de-escalation approaches
On completion you will be able to:
- Demonstrate positive, non-aggressive approaches
- Demonstrate safer positioning and teamwork skills
- Identify defusing, calming and resolving strategies
Session 3 | Be able to maintain personal safety and follow post-incident procedures
On completion you will be able to:
- Recognise when and how to confront behaviour
- Identify signs that may indicate a heightened risk
- Develop exit strategies for higher-risk situations
- Identify post-event impact and responsibilities
- Recognise the process for reflecting and learning
Certificate
By completing/passing this course, you will attain the certificate Maybo VC course certificate
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