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City & Guilds 1884 Level 2: Certificate in Conflict Management Who is the course for ? This course is designed for staff who may be, or are likely to be confronted by violence or aggression in the workplace. It provides staff with the knowledge and skills required to protect themselves and others when dealing with aggressive or potentially violent people. Importantly, it also teaches staff to explain and to justify their actions. Violence in the Workplace takes many forms, from verbal abuse and aggressive behavior and even leading towards physical attacks. The course is suitable forthose working in both public and private sectors including nurses, teachers, benefits and social service staff, out-reach workers, public transport drivers, parking attendants, retailers, customer service, reception, security staff and door staff. However, the course is transferable to any other environment where staff may be faced with irate or violent clients and customers. It is impossible to remove the risk of workplace violence completely however through training and learning to understand aggressive behaviour we can learn to deal with it effectively.The purpose of this City and Guilds 1884 Conflict Management scheme is to provide a qualification for those who need to deal efficiently with any types of violence in the workplace. It is a qualification that will equip a wide range of workers, trainers, facilitators and teachers who interact with fellow workers and the public. The Health and Safety Executive defines workplace violence as: 'Any incident in which a person is abused, threatened or assaulted in circumstances relating to their work.' The Health and Safety at Work Act 1974 - Section 2 Employers have a legal duty under this act to ensure, so far as reasonably practicable, the health, safety and welfare at work of their employees. Employers have a statutory duty to do 'Everything reasonable and practicable' to ' Eradicate or minimise' the risk of harm from all hazards to health - including violence. Where violent incidents are foreseeable employers have a duty to identify the nature and the extent of the risk and to devise measures which provide a safe workplace and a safe system of work. Course Outline The course covers a wide range of topics, such as assessing risk, taking steps to reduce it, responding to threat, understanding what triggers and escalates aggressive behaviour, strategies for diffusing a conflict situation, dealing with high risk situations, exit strategies and post incident support mechanisms for those affected by workplace violence. It also sets out key information relating to the law relating to workplace violence. The course involves realistic scenarios and role play specific to the industry applicable to assist in the understanding and learning to deal with conflict and minimise risk. The course is tailored to your work environment and includes. Assessing and Reducing Risk The law relating to violence at work Risk Assessment Risk Reduction Dynamic risk assessment Avioding and defusing conflict Responses to threat Triggers and Inhibitors De-escalating responses Communication - and blocks to it Strategies for defusing aggressive behaviour Post-incident support and learning Support for victims Reporting an incident and accounting for your actions Learning from what happened Personal action plan The course can be delivered for groups up to 12 at a time and is best delivered in the workplace setting where possible.This course fits in well with customer service and places strong emphasis on communication skills required to identify and resolve conflict. Conflict Management | Physical Intervention | Personal Safety | Self Defence | Blades and sharps awareness | Weapons awareness Web: wilplantraining.co.uk | Telephone: 0845 0095647 | E-mail: info@wilplantraining.co.uk © 2006 Wilplan Training Limited