Dealing with Challenging Behaviour
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People in certain working environments often face difficult and even potentially dangerous or threatening situations on a daily basis. Learning effective techniques of calming and negotiation is vital to avoid situations escalating and should always precede any physical coping strategies such as control and restraint.
Delegates will explore how to recognise and assess the level of threat facing them and from that, discern appropriate strategies and approaches to deal effectively with the situation.
Target Group
This course is aimed at people who work in environments where they may have to deal with challenging behaviour processes.
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Further Details
Objectives
By the end of the course delegates will be able to;
Understand how hostile or threatening situations arise and develop;
Demonstrate the techniques to de-escalate a challenging situation effectively;
Course Content
Below is an overview of the topics that are covered. (Please note that if this course is delivered on an in-house basis, the content can be tailored to meet your specific requirements and address any issues you may have.
Promotion of Personal Safety
Transactional Analysis and your usual position in conflict situations
The Empathic communicator
Primary Care needs
The Six Rules of De-escalation
Causes Of Conflict – triggers, patterns
Negotiating in Conflict Situations
Perspectives and "truth"
The assertive negotiator
Control and Restraint (Physical intervention)
De-escalation methods—prevention and management of aggression
Outcomes
Each delegate will receive individual detailed feedback from both colleagues and facilitator. It is recommended that delegates attend a review session within 6 months.
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
