Conflict Management
- Risk Assessment for Workplace Violence
- Dynamic Risk Assessment (risk assessment used as the situation dramatically unfolds
- The Law relating to violence and your rights to protect yourself and others (Use of Force)
- Avoiding Conflict – Self Awareness (how our two minds operate)
- Fight or Flight (natural responses)
- Emotional hijack (consequences when we react to quickly)
- Triggers and Inhibitors
- Stimulus and Response (escalating and de-escalating violence)
- Proactive Service (managing customers expectations)
- Controlling Body Language
- Flashpoints
- Attitude and behaviour Cycle
- Communication Skills
- The Many Blocks to Communication
- How to Signal Non Aggression
- Strategies for Defusing and Calming Aggressive Behaviour
- High Levels of Empathy
- CONFRONTING HIGH RISK CONFLICT
- Post Incident Considerations (How people are affected by violence)
- Learning from Incidents (sharing good practice)