Managing Challenging Situations and Behaviour

Overview

To provide training to ensure staff recognise different aspects of conflict that they may encounter  and to be able to understand and be aware of the different methods of resolving such conflict.

The courses are designed to be interactive, engaging and encourage staff to consider the personal, organisational and social triggers to challenging behaviour and to have a person centred approach to positive behavioural support.

This course is for..

Anyone who deals with the public and may come across heated situations that can escalate beyond its intent. This training course helps front line staff to deal effectively with confrontation and to defuse difficult situations.

Aims and Objectives

The syllabus is designed to enable you to:

•Describe common causes of conflict

•Describe different forms of communication

•Give examples of communication breakdown

•Explain examples of communication models that can assist in conflict resolution

•Describe patterns of behaviour they may encounter during different interactions

•Explain the different warning and danger signs

•Give examples of impact factors

•Describe the use of distance when dealing with conflict

•Explain the use of “reasonable force” as it applies to conflict resolution

•Describe different methods for dealing with possible conflict situations

•Demonstration and practice of breakaway skills

Please complete a separate booking form for each course.