Aggression and Conflict Management - Level 1

COURSE OVERVIEW
The course aims to equip staff with skills to deal with conflict or aggression at work. The course looks at communication and behaviour as well as how legislation is used to protect employees. The use of group exercises is intended to allow delegates to address any issues they have.

OBJECTIVES
By the end of the course those attending will have been helped to:

• Understand what is considered violent & aggressive behaviour.
• Become more confident about dealing with violence & aggression by identifying types of behaviour & triggers to violent aggressive behaviour.
• Know the Health & Safety issues regarding violence & aggression in the work place, such as incident reporting, risk assessment, & why it is important.
• Identify safe systems of work.
• Recognise and understand how their own body language and methods of communication can affect others, which can potentially defuse or escalate violent & aggressive situations
• Realise that defusing & de-escalating situations are by far the best way of dealing with a potentially violent or aggressive situation.
• Lone working safety measures
  

WHO SHOULD ATTEND
Any employees who deal with difficult enquiries/complaints from members of the public, on a regular basis. Those employees considered being at risk of aggression whilst at work, for example, lone workers in the community and places where the public visit.

Duration of course: One day
Number of delegates places: Maximum 16
Trainers: One
Aggression and Conflict Management - Level 1
SAMPLE PROGRAM-LEVEL 1:

Introduction to workplace violence
Violence-relevant legislation-Health & Safety-incident reporting
Health & Safety-Assessment & reduction of risk
Avoiding conflict-self awareness
Proactive service delivery
Communication skills
Signalling non aggression
De-escalation, defusing, & calming
High risk conflict
Post-incident considerations

All our Conflict Management trainers have attended the NHS CFSMS Conflict Resolution National Syllabus Familiarisation Seminar & are able to meet the 10 objectives as identified by CFSMS relating to the Conflict Management National Syllabus.

A Personal Safety Booklet is issued to all attending the course along with a certificate of attendance.
PLEASE NOTE THAT THE ABOVE IS ONLY AN EXAMPLE OF THE TYPE OF COURSE THAT WE RUN AND CAN BE ADAPTED TO THE CLIENT'S SPECIFIC NEEDS