Conflict Management & De-Escalation Skills

This training will be of benefit to anyone who may encounter a difficult of hostile situation as part of their job, such as:

• Public sector and Professional Regulators,
• Local Authorities team members,
• Medical, Social and Healthcare professionals,
• Private sector organisations and teams…

Key Learning Points

• Recognise the signs of aggression.
• Know the importance of de-escalation.
• Use communication skills effectively.
• Understand how to defuse a situation with an aggressive person.
• What helps and inhibits communication.
• Demonstrate de-escalation techniques.
• Explain the stages of a violent episode (Kaplan and Wheeler).
• Explain the ‘Batari box’ and how this affects our relationship in potential conflict.
• Explain the Behavioural Influence Stairway Model (BISM). This model was devised by the FBI to resolve conflict with a person. The model is 90% effective in resolving conflict without using force.
• Consider risks – the factors that should be considered when thinking about personal safety.
• Use the People, Environment and Task (PET) risk assessment method.
• Have improved communication skills when we are dealing with an aggressive person.
• Know how to handle confrontational situations.
• Have a greater awareness of what is situational awareness. How we can improve our situational awareness and what are the barriers to situational awareness. A short video is used to assess the delegates situational awareness.
• Understand that the use of Personal Safety/Breakaway/Self Defence techniques are a last resort which should not be used lightly.
• Protect themselves from grabs, punches, kicks or weapons.

Learning Tools:

• Trainer-led interactive discussions
• Plenary sessions
• Practical exercises
• Case studies
• Role-Plays and debriefs