Violence and aggression at work (In-House)

Description

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?