Adult Sector Pro-social Conflict Management
| Course Title | Pro-Social Conflict Management |
| Training Awarding Body | Betaris Certificate of Attendance ASET Level 2 Award (optional) |
| Operational Role to be Trained | All front line employees |
| Operational Task | Managing abusive, threatening and or assaultive behaviour |
| Training Course Aim | To provide employees with the interpersonal knowledge and skills necessary to effectively and safely deal with abusive and threatening and assaultive behaviour |
| Course Duration | One Day |
| TIMINGS | 0900 - 1700hrs |
| Maximum Class Size | 12 Delegates |
| Lesson Location(s)/Venue(s) required | Yes (see venue specification below) |
| Delegate materials Prior to training | None |
| Delegate materials during training | Delegate Workbook |
| Delegate materials post training | None |
| Renewal Period | 24 months |
| assessment method | Observation, questions and answers by trainer/assesor |
ANALYSIS OF CONFLICT
The Health and Safety Executive define work related violence as:
“Any incident, in which a person is abused, threatened or assaulted in circumstances relating to their work.”
Abusive, threatening and assaultive behaviour my be:
- Client(s) to Client (s)
- Client(s) to staff member(s),
- Staff member(s) to Client(s),
- Staff member(s) to staff member(s)
- Involving intruders
Incident could happen:
- At work location
- Lone working
- Travelling to and from work
- Whilst visiting another location
The behaviour can take the following forms:
- Self harming
- Racial harassment
- Sexual Harassment
- Homophobic harassment
- Verbal/physical and or psychological abuse
- Vandalism and damage to property
- With or without a weapon or object used or adapted as a weapon
| Minimum Entry Standard (What minimum knowledge, skills and attitudes do delegates require for loading onto the course?) |
None |
| Feeder Courses (What courses should precede this one?) |
None |
| Course Progression (What courses should follow this one?) |
Disengagement Skills Holding Skills |
Course Design and Development:
All Betaris prevention and management of workplace violence courses have been designed using the Systems Approach to Training. The develop process begins by establishing what employees must be able to do in their normal working role to deal effectively and safely with abusive, threatening and assaultive behaviour, this is known as the Operational Performance. Once the operational performance has been established then the conditions and standards by which that performance must be performed are established. This is known as the Operational Performance Statement.
The training is structured in order to achieve the operational performance as follows:
The training is then structured in order to achieve the OPS as follows:
- Establish Operational Performance Statements- what the employee needs to be able to do in their working role
- Establish the Training Objectives – what needs to be achieved by the end of the training event to contribute to achieving the Operational Performance Statement
- Establish the Enabling Objectives – what must be achieved as individual sessions in order to achieve the Training Objectives
- Establish the Key Learning Points – What content must be taught within each session to achieve the Enabling Objectives (Not listed)
OPS = Training Objectives + Training Gap + On the Job Training
Operational Performance Statement |
Training Objectives |
Enabling Objectives |
1. Resilient
to Conflict |
1.1. Explain Organisational Resilience to Work Related Violence |
1.1.1. Explain key legislation for work related violence 1.1.2. Identify and reduce risk |
1.2. Explain Individual Resilience to Work Related Violence |
1.2.1. Define effective communication 1.2.2. Explain anger and aggression |
|
2. Respond to Conflict |
2.1. Assess Personal Risk |
2.1.1 Explain the survival reaction to abusive, threatening and assaultive behaviour 2.1.2. Explain Situation Awareness |
2.2. Explain How to C.O.N.T.R.O.L abusive, threatening and assaultive behaviour |
2.2.1. Explain response options to abusive, threatening and assaultive behaviour 2.2.2. Explain the betaris C.O.N.T.R.O.L model 2.2.3. Explain reasonable force |
|
3. Recover from Conflict |
3.1. Implement Post Incident Procedures |
3.1.1. Explain incident reporting best practice 3.1.2. Explain post incident support best practice |