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?
Delivered in Harpenden or UK Wide or OnlineHarpenden or UK WideorOnlineFlexible Dates