Description
Training Provider:
Start date: TBC
Duration: 1 day
Timetable:
1am – 4:30pm
Location:
The Warrens Medical Centre
Arrowe Park Rd, Birkenhead
CH49 5PL
Who should attend?
Frontline healthcare staff involved in any aspect of patient management.
What will I learn?
This course will provide frontline healthcare staff with the knowledge and skills required to safely manage patient aggressive behaviour and resolve conflicts in the workplace.
Course Content
- Context, cause and communication:
- Defining ‘aggressive behaviour’ and assessing when it becomes violent
- Patient aggressive behaviour in healthcare
- Common causes of aggressive behaviour in healthcare provision
- The attitude and behaviour cycle
- The communication process, barriers and impact when it breaks down
- Defining and understanding ‘ZERO Tolerance’
- Preparation and observation skills:
- Inherent reactions to conflict: flight / fright / fight
- Risk assessment
- Using ‘Cooper Colour Coding’ to aid observation
- Warning signs, danger signs and impact factors
- Patient behaviour: from compliance to aggravated resistance
- De-escalation and conflict resolution:
- Legal aspects: common law, criminal law, CJIA and reasonable force
- Using empathic communication skills to neutralise the situation
- De-escalation using NLP, LEAPS, PEACE and appeal models
- Use of space, distance, body language and personal stance
- The ‘Dos’ and ‘Don’ts’ of personal safety
- The ZERO Tolerance policy in action
- Building personal resilience:
- Internalising or Externalising the event
- Resilience building
Assessment
- Trainer observation
- Completion of in-session tasks
- End of session assessment
- Evaluation sheet
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