Barnsley & Barnsley delivered three courses on Personal Safety & Conflict Management to investigators from Fife Council. The courses were held on the 21st, 22nd and 27th of March 2018 in Glenrothes and Kirkcaldy.
Risk Identification and Assessment
- Risk Identification
- Risk Assessment
- Likelihood
- Impact
- Risk reduction/mitigation
Decision Making –
An introduction to decision making models;
- Gathering Information
- Assessing threat and risk
- Policies and legislation
- Options and Contingencies
- Action plans and reviews
Based on the tools developed in Day 1, participants will work through scenarios, including;
- Home Visits
- Cars and Vehicles
- Additional risk factors – mental health, alcohol, drugs etc..
Lone Worker
The additional considerations to be implemented for lone workers including specific aspects around communication and the use of technology
Conflict Management Introduction
- Background to conflict
- Triggers to aggressive behaviour
- Understanding customers’ needs when they are angry
- Stages of conflict escalation
- How our safety can be compromised
Recognising rising anger
- Reading signs and symptoms of aggression
- Managing conflict ‘flashpoints’
Responding to conflict
- Understanding our natural response to conflict
- Understanding the impact of ‘red rag’ words and phrases
- Managing our body language during conflict
- Staying calm and managing our own responses
Managing conflict
- Structuring and controlling the conversation
- Listening and calming the situation
- Acknowledging difficulties and customer emotions
- Managing unpredictability (drugs, alcohol, mental illness, etc.)
- Saying no effectively
- Handling abusive behaviour
- Solving the problem