MAX EQUIVALENT TO CIEH LEVEL 2
CONFLICT RESOLUTION AND PERSONAL SAFETY
MAX deliver this course with our own unique twist and practicality to provide staff with a foundation in conflict resolution, with an emphasis on the importance of personal safety to enable them to protect themselves in the face of confrontational behaviour.
WHO NEEDS THIS COURSE?
Appropriate for all staff in the public and private sector whose work brings them into contact with others; such as colleagues, customers, members of the public, patients/ clients.
WHY IS THIS TRAINING IMPORTANT?
Work-related violence is on the rise and employers have a duty of care to provide a safe place of work. This is not easy in environments where the potential for conflict and aggression is high.
- Understand the terminology used in conflict resolution
- Knowledge of the laws that apply to businesses and their employees
- Understand the concept of safe working and how the risk of conflict can be assessed
- Ability to recognise potential confrontational situations and defuse conflicts before they escalate to serious violence
- Appreciate the importance of personal safety
Duration: One day programme
Assessment: Multiple Choice examination
Ofqual Regulated: Yes
Ofqual Qualification Number: 600/0209/8
QCF: 1 credit
QCF Reference: K/502/8510
PLEASE FIND DETAILS OF OUR CIEH LEVEL 2 COURSE
IN CONFLICT RESOLUTION AND PERSONAL SAFETY
MAX deliver this course with our own unique twist to make it practical and useful for participants. It is a full day course with an exam at the end with certificates for successful candidates. It is a great Level 2 course upon which we build many different programmes and we’d be pleased to speak with you further to make our training and consultancy as useful, practical and relevant as possible.
HERE IS AN OUTLINE OF THE COURSE CONTENT.
- Causes of Aggressive Behaviour
- Factors contributing to confrontation
- Aggressive words and actions
- Verbal and Non-verbal signals
- Taking Ownership & Minimising Conflict
- Questioning & listening techniques
- Cooling down, active listening, tactics and Body Language
- Escalation factors and stages of conflict
- Reactions to and Costs of Violence
- Human Factors
- Conflict Management & Positive Action
- The law – including reporting Violence
- Personal Safety Risk Assessment and procedures
IN DETAIL BY MODULE:
Candidates should understand the terminology used in conflict resolution and should be able to:
i State the HSE definition of ‘violence at work’.
ii Give examples of violent behaviour.
iii Describe the negative effects of violence in the workplace (low staff morale, high absenteeism and employee turnover, increased insurance premiums, physical and mental pain and distress to employees) that can have a detrimental impact on the business or organisation.
iv State the factors that can contribute to a confrontational situation.
v Describe the principles of conflict management.
B THE LAW
Candidates should understand the laws that apply to businesses and their employees, and should be able to:
i Understand the difference between common law, criminal law and best practice guidance.
ii State in general terms the requirements of the current regulations in relation to the Criminal Law Act 1967, section 3 and the Health and Safety at Work Act 1974.
iii Define the four main categories of assault.
iv Describe the law regarding self-defence including the definitions of reasonable and justifiable force.
v Understand the need to report and record any incidents of confrontational behaviour.
C THE WORK ENVIRONMENT
Candidates should understand the concepts of a safe working environment and how the risk of conflict can be assessed and be able to:
i Review the working environment to identify risks to personal safety.
ii State the benefits of developing company personal safety policies and procedures.
iii Explain how some specific situations may increase the risk of conflict.
iv Understand the importance of procedures to minimise the risks of conflict.
D RESOLVING CONFRONTATIONAL SITUATIONS
Candidates should understand the use of appropriate methods to de-escalate a confrontational situation and should be able to:
i Describe the indicators of aggressive behaviour.
ii Identify aggressive signals and behaviour.
iii State effective methods of defusing a potential confrontational situation.
iv Understand how verbal and non-verbal signals can be used as a means of conflict minimisation.
v Describe how observational, listening and communication skills may be used to defuse conflict.
E PERSONAL SAFETY
Candidates should understand the importance of personal safety and should be able to:
i Give examples of common threats in the workplace.
ii Describe how to establish and maintain a personal safety zone.
iii Describe breakaway techniques to protect personal safety.