|
Provided by: Icon Consultancy & Education Ltd Conflict ManagementWorkplace Violence |
 |
Training
Provided by Icon Consultancy & Education Ltd
Our Conflict Management courses are bespoke to the needs of the client.
Whether the role is a front line security position, confrontational situations at airport check in desk for example or simply operating in an environment where there is likely be anti social behaviour - this course will be tailored to suit the specific needs of your organisation.
The course is typically run over two days and comprises both classroom learning and scenario based training
Candidates will learn a host of skills which they can use to prevent escalation in conflict or manage the situation should conflict occur
ICE is among the leaders in this type of bespoke training provision having provided training in many diverse situations
For more information - please visit our website at www. ice-training. com
|
|
||||||||||||
Conflict Management
A unique course designed to meet the needs of your organisation
Our Conflict Management course has been born out of our experience in delivering training to the Private Security Industry in such high risk situations as Door Supervisors, Close Personal Protection and Tactical Risk Management.
As a company, it is our policy to design and develop courses which specifically meet the needs of the client. Too often we hear of courses being delivered to clients from a specific sector which bear no resemblance to the sector or situations in which candidates might find themselves. At ICE we tailor every course to meet the needs of our client and the situations in which they conduct their business.
The Conflict Management course has been designed to offer very high levels of learning across every industry. The course is both instructional and participative and delegates will engage in realistic learning scenarios, in environments in which they commonly find themselves. This two day course will allow delegates to experience difficult situations and explore how those situations could be resolved.
The need for conflict management training for employees has never been greater.
It is a sad fact that, increasingly, employees face hostility from clients or the general public, often this can become a dangerous situation, especially if the situation or circumstance is mis-interpreted by either party.
Such situations can very quickly escalate with either party exposed to an act of violence and the subsequent legal implications of such an act.
These occurrences very often occur as part of the job role or whilst executing the job itself. As a consequence the employer, under the Health & Safety Act, must make provision for staff training to eliminate or reduce the possibility of work related violence
The Heath and Safety at Work Act imposes the requirement that the workplace must be safe:
Employers have a legal duty to ensure the work place and environment is safe
Safety at work is a state of mind
Employee and employer must recognise that the work role can sometimes be dangerous.
The Health and Safety Executive defines work related violence as
an assault or threat which occurs while the victim is/was working and
was perpetrated by a member of the public
Every incident is the result of a sequence of events. The proactive employee understands and identifies the signs of potential risk and conflict before they become a real threat and will then respond in a way which will prevent the situation from escalating. An employee who can do this will greatly reduce the risks of the job.
This reduction of risk is a benefit to the employee, the employer and to others who may be involved.
There are always certain activities which will increase the possibility of anger and frustration escalating and it is important to identify when these could occur and as a result, take steps to reduce the risk of aggression or conflict.
The course will encourage employees to consider each and every situation in which they find themselves and respond accordingly.
Employees will be made aware that they can reduce the risk of conflict by developing self-awareness.
This means understanding their own reactions when they are stressed, frustrated or angry and how this may affect their behaviour when facing a threatening situation and the importance of maintaining self-control and objectivity.
Triggers to Violence
People tend to be triggered into an anger reaction if they find themselves in certain situations.
Employees and the public can feel this if they feel someone is taking them down, ignoring them or not taking them seriously. Anyone who is not treated with respect at all times could react to any trigger given to them.
As a consequence, they will regard any actions as being the cause of their reaction, even though they may behave in a manner which is considerably worse than the one they perceive has been perpetrated against them. The net result is they will claim you started it!
Inhibitors
Candidates will understand the power of Inhibitors. These are things which prevent people from completely losing their temper. Not everyone gets violent when they become angry and this is due to our inhibitions or our inhibitors.
Candidates will learn how to modify their reaction in the face of triggers by using Inhibitors and reduce or eliminate the possibility of violence.
Dynamic Risk Assessment
One of the most important ways of avoiding conflict is to recognise the threat in the situation. The situation must then be assessed so the response is appropriate and that we control how it develops thereby reducing the risks of being involved in conflict.
This involves a dynamic risk assessment and responding accordingly
It must be realised that we cannot expect to completely avoid conflict whilst fulfilling our job role, so it is vital that candidates understand how to deal with conflict and aggression when it happens.
Good communication skills are vital to diffusing conflict.
Candidates will understand how we communicate.
Often there are situations where communication does not work and this is due to communication blocks. Candidates will learn to recognise communication blocks, the situations in which they may arise and steps which can be taken to bring down these blocks.
Candidates will recognise these. We tend to think we communicate only through speech but in fact we use many other communication methods.
Non- verbal communication is very important in emotional and threatening situations. Candidates will learn how to use this to avoid escalation.
Signs of Escalation
Candidates will recognise when a situation is escalating and respond appropriately.
Confrontation
Outside the work environment we probably have a choice about whether or not to confront the behaviour that is unacceptable to us. In our job role we have a duty to act and a responsibility to our employers to manage problems as they arise.
Often we have to deal with people whose behaviour is unacceptable . They may be shouting and swearing, making it very difficult to do the job and upsetting others.
Confronting can easily lead to the escalation of an already difficult and risky situation.
Candidates will learn that if they feel they have to confront, then make sure they are assertive rather than aggressive. Many people make the mistake of thinking assertive behaviour is similar to aggressive behaviour.
Candidates will learn techniques which will make their behaviour assertive rather than aggressive.
Contact and Cover
Candidates will also learn this simple, well-tested safe control system used by police officers around the world.
It is used in difficult situations where there is clearly a higher level of risk. It avoids the feeling of ganging up where two people move towards an individual. It is based on effective teamwork and provides a way of exercising safe control of a situation without it being intimidating.
Candidates will learn how to work the technique
Exit Strategies
When we find ourselves in a situation, which we recognise as high risk, it may be necessary for to exit from the situation. This is to take ourselves out of immediate danger and to allow the time to think rationally about how to deal with the incident.
People often find it difficult to get out of such situations without losing face and therefore stay longer than is safe to do so.
An exit strategy is a pre-prepared way of getting yourself away from a difficult situation. An exit strategy can only be successful if you know your exit route.
Candidates will learn how to devise exit strategies and when to apply them.
Evaluating and Learning
The idea of learning from what happened is critical at individual, team and industry level.
An important aspect of learning from what happened is to be able to accurately record the events. This means those affected will be able to reflect upon the incident and think about what they did well and how they might be able to improve things next time. It also means that the person can account for the actions they took.
Finally, it also means that good practice can be shared and help the organisation to learn from the incident.
Candidates will learn how to record such incidents and know the benefits of an open and frank discussion of what happened and what they did.
Application of communication skills and conflict management
An implicit part of the course will be the candidates involvement and participation in scenarios which may commonly occur in their job role. This will allow discussions to take place to reinforce communication skills and conflict management learning. A list of scenarios will be agreed which will be used throughout the course and whilst time may not permit all of them to be used the trainer will select a range of scenarios to best suit the needs of the group.
Our Conflict Management course has been born out of our experience in delivering training to the Private Security Industry in such high risk situations as Door Supervisors, Close Personal Protection and Tactical Risk Management.
As a company, it is our policy to design and develop courses which specifically meet the needs of the client. Too often we hear of courses being delivered to clients from a specific sector which bear no resemblance to the sector or situations in which candidates might find themselves. At ICE we tailor every course to meet the needs of our client and the situations in which they conduct their business.
The Conflict Management course has been designed to offer very high levels of learning across every industry. The course is both instructional and participative and delegates will engage in realistic learning scenarios, in environments in which they commonly find themselves. This two day course will allow delegates to experience difficult situations and explore how those situations could be resolved.
The need for conflict management training for employees has never been greater.
It is a sad fact that, increasingly, employees face hostility from clients or the general public, often this can become a dangerous situation, especially if the situation or circumstance is mis-interpreted by either party.
Such situations can very quickly escalate with either party exposed to an act of violence and the subsequent legal implications of such an act.
These occurrences very often occur as part of the job role or whilst executing the job itself. As a consequence the employer, under the Health & Safety Act, must make provision for staff training to eliminate or reduce the possibility of work related violence
The Heath and Safety at Work Act imposes the requirement that the workplace must be safe:
Employers have a legal duty to ensure the work place and environment is safe
Safety at work is a state of mind
Employee and employer must recognise that the work role can sometimes be dangerous.
The Health and Safety Executive defines work related violence as
an assault or threat which occurs while the victim is/was working and
was perpetrated by a member of the public
Every incident is the result of a sequence of events. The proactive employee understands and identifies the signs of potential risk and conflict before they become a real threat and will then respond in a way which will prevent the situation from escalating. An employee who can do this will greatly reduce the risks of the job.
This reduction of risk is a benefit to the employee, the employer and to others who may be involved.
There are always certain activities which will increase the possibility of anger and frustration escalating and it is important to identify when these could occur and as a result, take steps to reduce the risk of aggression or conflict.
The course will encourage employees to consider each and every situation in which they find themselves and respond accordingly.
Employees will be made aware that they can reduce the risk of conflict by developing self-awareness.
This means understanding their own reactions when they are stressed, frustrated or angry and how this may affect their behaviour when facing a threatening situation and the importance of maintaining self-control and objectivity.
Triggers to Violence
People tend to be triggered into an anger reaction if they find themselves in certain situations.
Employees and the public can feel this if they feel someone is taking them down, ignoring them or not taking them seriously. Anyone who is not treated with respect at all times could react to any trigger given to them.
As a consequence, they will regard any actions as being the cause of their reaction, even though they may behave in a manner which is considerably worse than the one they perceive has been perpetrated against them. The net result is they will claim you started it!
Inhibitors
Candidates will understand the power of Inhibitors. These are things which prevent people from completely losing their temper. Not everyone gets violent when they become angry and this is due to our inhibitions or our inhibitors.
Candidates will learn how to modify their reaction in the face of triggers by using Inhibitors and reduce or eliminate the possibility of violence.
Dynamic Risk Assessment
One of the most important ways of avoiding conflict is to recognise the threat in the situation. The situation must then be assessed so the response is appropriate and that we control how it develops thereby reducing the risks of being involved in conflict.
This involves a dynamic risk assessment and responding accordingly
It must be realised that we cannot expect to completely avoid conflict whilst fulfilling our job role, so it is vital that candidates understand how to deal with conflict and aggression when it happens.
Good communication skills are vital to diffusing conflict.
Candidates will understand how we communicate.
Often there are situations where communication does not work and this is due to communication blocks. Candidates will learn to recognise communication blocks, the situations in which they may arise and steps which can be taken to bring down these blocks.
Candidates will recognise these. We tend to think we communicate only through speech but in fact we use many other communication methods.
Non- verbal communication is very important in emotional and threatening situations. Candidates will learn how to use this to avoid escalation.
Signs of Escalation
Candidates will recognise when a situation is escalating and respond appropriately.
Confrontation
Outside the work environment we probably have a choice about whether or not to confront the behaviour that is unacceptable to us. In our job role we have a duty to act and a responsibility to our employers to manage problems as they arise.
Often we have to deal with people whose behaviour is unacceptable . They may be shouting and swearing, making it very difficult to do the job and upsetting others.
Confronting can easily lead to the escalation of an already difficult and risky situation.
Candidates will learn that if they feel they have to confront, then make sure they are assertive rather than aggressive. Many people make the mistake of thinking assertive behaviour is similar to aggressive behaviour.
Candidates will learn techniques which will make their behaviour assertive rather than aggressive.
Contact and Cover
Candidates will also learn this simple, well-tested safe control system used by police officers around the world.
It is used in difficult situations where there is clearly a higher level of risk. It avoids the feeling of ganging up where two people move towards an individual. It is based on effective teamwork and provides a way of exercising safe control of a situation without it being intimidating.
Candidates will learn how to work the technique
Exit Strategies
When we find ourselves in a situation, which we recognise as high risk, it may be necessary for to exit from the situation. This is to take ourselves out of immediate danger and to allow the time to think rationally about how to deal with the incident.
People often find it difficult to get out of such situations without losing face and therefore stay longer than is safe to do so.
An exit strategy is a pre-prepared way of getting yourself away from a difficult situation. An exit strategy can only be successful if you know your exit route.
Candidates will learn how to devise exit strategies and when to apply them.
Evaluating and Learning
The idea of learning from what happened is critical at individual, team and industry level.
An important aspect of learning from what happened is to be able to accurately record the events. This means those affected will be able to reflect upon the incident and think about what they did well and how they might be able to improve things next time. It also means that the person can account for the actions they took.
Finally, it also means that good practice can be shared and help the organisation to learn from the incident.
Candidates will learn how to record such incidents and know the benefits of an open and frank discussion of what happened and what they did.
Application of communication skills and conflict management
An implicit part of the course will be the candidates involvement and participation in scenarios which may commonly occur in their job role. This will allow discussions to take place to reinforce communication skills and conflict management learning. A list of scenarios will be agreed which will be used throughout the course and whilst time may not permit all of them to be used the trainer will select a range of scenarios to best suit the needs of the group.
About The Training Provider: Icon Consultancy & Education Ltd
Icon Consultancy & Education Ltd - The company was formed in 1998 in response to a rising demand for qualified, accredited, training for the Hospitality Industry and Licensed Trade.
We are perfectly positioned to provide the exceptional levels of service required, at cost effective rates. We are an ISO 9001 accredited company and we are committed to investment in our own people, as we have been accredited as an Investor in...
