De-Escalation – A Proactive Approach to Conflict (one day)
This one-day conflict awareness and verbal response training session helps participants to develop their insight into the reasons why we may encounter conflict in the workplace. In this session we share simple and effective strategies for creating and maintaining safe working practices and environments.
How Long is the Course?
Who is the Course Aimed at?
This session is appropriate for all individuals who work in health, social care, housing or any other customer-facing environment. The content and examples used will be tailored to the workplace of the participants.
Module 1 – Principles of Conflict
To encourage participants to examine their perceptions regarding conflict.
Module 2 – Risk assessment
To understand the difference between risk assessment and risk management. That conflict, like any other hazard in the workplace, should be accurately assessed before appropriate precautions are put in place.
Module 3 – Proactive working
To focus attention on the fundamentals of good practice in relation to challenging behaviour. To shift emphasis away from the client, ensuring that staff approach their practice with clarity.
Module 4 – Attitudes
To examine the link between the attitudes of people at all levels in organisations, their effectiveness and the style of their practice.
Module 5 – Health and Safety
To ensure that participants are clear about rights and obligations under current legislation and the relevance to everyday practice and how dangers, hazards and risks cover a wide spectrum.
Module 6 – Verbal Responses
To enhance the participant’s skills and ability to defuse and de-escalate confrontation using verbal responses.