This is an essential programme for members of staff whose role exposes them to
aggressive or violent behaviour.
1 WHAT'S HAPPENING?
* Issues around us
* Risks in context
* Personal experiences
2 SAFETY FUNDAMENTALS
* Following internal policy and procedure
* Personal safety and lone working
* Use of technology
3 NIPPING ISSUES IN THE BUD
* Recognising early warning signs
* Avoiding causing problems for ourselves
4 CALMING - REACHING - CONTROLLING
* Tips and techniques for potentially calming a situation
* Reaching and building rapport
* Accelerants - tips on avoiding accelerating a situation
* Assertiveness techniques
* Non-verbal behaviour
* Active listening and the use of questions and distractions
* Exploring ways forward and identifying win/wins
* Avoiding the secondary argument
* Fogging
* The 'drama triangle'
* If all else fails...
5 HARASSMENT, STALKING AND ON-LINE BULLING
* What constitutes harassment and definition of stalking
* On-line bullying
* Steps to take
6 REPORTING PRINCIPLES
* Importance of incidence reporting
* Taking care of us
* What next?