Course description
This is an essential programme for members of staff whose role exposes them to aggressive or violent behaviour.
Upcoming start dates
Suitability - Who should attend?
The course has been specifically written for staff whose work brings them into contact with the public, often on controversial issues. The session is suitable for staff who carry out enforcement work as part of their role.
Training Course Content
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?
Course delivery details
This is a grounded and sensible one-day programme – which can use actors for maximum impact –designed to provide participants with the skills needed to ensure that situations are not escalated. A detailed guidebook is provided, giving specific personal safety tips which are related to the participants’ roles.
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The In-House Training Company
We offer top-quality in-house training, in a wide range of subjects, at sensible prices. All of our programmes are delivered by independent subject specialists who also have outstanding training skills. We have rigorous standards and only work with the very...