Overview
Being able to work in a safe and secure working environment is of paramount importance for the well being of you, your colleagues and your customers.

This training will help you to develop effective responses to diffuse and deal with potentially violent situations and will help provide vital skills that will enhance your safety at a time when you may desperately need them!

Who should attend
This course has been designed for frontline staff and professionals in the public sector.

Learning outcomes
By the end of this course delegates will be able to:

• Understand the common causes of conflict
• Understand the differences between verbal and non-verbal communication
• Identify barriers to effective communication
• Use different communication models to assist in resolving conflict
• Identify warning and danger signs of impending violence
• Understand the importance of distance when dealing with conflict
• Understand the use of "reasonable force"
• Describe and use different methods for dealing with various conflict situations

Course contents

Conflict
Understanding conflict - difference between conflict, aggression and violence
Our role in managing conflict constructively
Keeping calm - techniques on how to remain calm during a conflict situation

Communication
Verbal and non-verbal communication during a conflict situation
Transactional analysis
Factors contributing to communication breakdown

Conflict Resolution Models
Understanding 3 different models designed to resolve conflict
Skills practice using the models

Patterns of Behavior
Batari's Box - cycle of behaviour
Warning and danger signs - "fight or flight"
Use of Distance - personal spatial zones
Impact Factors - safety awareness and environment assessment
"Reasonable Force" - will the law protect me?

Reporting of Incidents
Reporting procedure
Factors to consider

Scenarios
Discussion and skills practice relating to "real life" incidents

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