conflict management in the family
DESCRIPTION
TRANSCRIPT
Managing negative behaviour in the Family
Andy Neal
(DAY 1) pm• Advanced Scene
Assessment• Observation Model• Diversity• Operational Tactics• Responses to Threat• Fight or Flight
Legislation
Definition of work placed violence
“Any incident where a person is Abused, Threatened or Assaulted in circumstances
related to their work”
Current Practice of Reporting
• How many incidents have been reported• Are you aware of the threat levels• Current reports• Information markers• Information gathering
Risk Assessments• National /
International• Sudden evolving
threats• Risk Assessment
– STOP– LOOK
LISTEN
Customer Interactions
In Groups• Identify current threats and the risks in
Lone Working• What is the impact on working practices• Is there a common risk• List your findings
Scenario Exercise 1
The Dynamic Risk Assessment
STOP
LOOK
LISTEN
STOP• Physical distance• Exit strategies• Psychological factors• Fighting arcs• Positional awareness• Critical factor
360
Look
Observations always start the process of risk assessing
LookPerson
Object Place Using this system makes risk
assessments a conscious process and that in turn reduces
risk to individuals. It involves breaking risks into three
categories
LISTEN• Use active listening
skills• Build rapport• Assess levels of
communication• Empathise• Customer services
LOOK ASSESSMENTS - PERSON
You work with people everyday• List the risks that a person presents
to you as an individual or groupReaction
Action
PERSONS - Assessment• Age• Size• Culture• Groups• Attire• Body Language• Gender• History
BODY LANGUAGE
Advanced Risk Assessments
Body Language OverviewSecurity assessments using body language
Head movementsHands & arms
EyesStance
FrustrationAnger
Emotional stateMental healthAggression
Hidden communication
FACT FICTIONVs
The body language we convey to the world is a combination of instinct, learned behaviour and
imitation of others
Cultural Diversity• Body Language• Hand signals in one culture
can mean something very different in another
• Spatial awareness• Values and ethos• Always respect the values of
another culture• Try using body language in a
way that embraces those values as much as possible
Other Factors• Size of the person• Age – risk factors• Attire• Groups• History
OBJECTS - Assessments
• List the risks from objects at any scene• List ways to reduce the risk
OBJECTS Assessment
• Specific Weapons– Possession of edged
weapon or object– Innocent objects
anything to hand– Arms strike distances
PLACE- Assessments• Features of the
physical environment• Isolated• Dark• Confined spaces• Exits• Stairways or steps• Noisy areas • Crowds• Physical structures
STOP- LOOK- LISTEN
• PERSON• OBJECT • PLACE
This Model will form the basis of all personal
safety assessments
Responses to threat• Aim – Develop the knowledge of physical and
emotional changes to a person experiencing threatening situations and develop practical skills and confidence to respond effectively
• Session Content –• Responses to threat• Identify triggers & inhibitors• Stimulus response and the human mechanism• Human responses to threatening situations
Rational & emotional mindsets• We have two mindsets• The Emotional mind (the
one that feels)• The Rational Mind ( the
one that thinks)
When we are upset, angry or feel threatened, our emotional mind quickly takes over and we lose
much of our ability to rationalise and think clearly
Group Work• List the situations or incidents involving other
people that really annoy you or cause you to ‘lose it’.
• List your reactions to these incidents ‘how do you deal with it’
Fight or FlightSTIMULUS
RESONSENegative Response
Positive Response
CHOICE
TRIGGERS
Emotional Mindsets
Inhibitors
Rational Mindsets
Embarrassed
Afraid
Loss of face
Insulted
Being ignored
Not being taken
seriously
Self control
Personal values
Social or legal consequences
Fear
Training
Visual levels of Fight or Flight
Frustration
ANGER
AGGRESSION
VIOLENCE
Action Planning• To be able to identify the theories and
models of risk assessment in your own organisation you must be able to:– List your strengths and weaknesses– Identify key areas of development for effective
management at areas of work
Positional Tactics – STOP model• Spatial awareness is
key to your safety• You should always be
aware of your surroundings
• And never loose your exits
Distance
Position
Exits
SCENARIO EXERCISE
Once the visual assessment has been completed you must adopt the correct
position
• There are two factors to take into account• Physical distance • Psychological distance• We will look at this in turn
PHYSICAL DISTANCE• In order to use your full reactive area we
must use our peripheral vision• You must be able to see the HEAD &
FEET in first contact
‘CRITICAL’
Never break this distance down until you have
carried out the assessment model P>O>P
Psychological Positioning• Always prevent the tendency to stand
inside the fighting arc• Used a relaxed pose with a side on
position• This offers exit strategies both ways
Proactive service delivery• List the situations and
circumstances which can cause the customer frustration because of his/her expectations are not being met
• List your responses that you and your organisation could put into place to help reduce these frustrations and risk areas
Behaviour breeds Behaviour• Observe the picture below• List your feelings about the person• What were your first impressions• Be as open and honest as you can
Learning how to behave with your negative feelings
MY ATTITUDE
MY BEHAVIOUR
YOUR ATTITUDE
YOUR BEHAVIOUR
Affects
Affects
Affects
Affects
Break the Cycle
Strategies for defusing aggressive behaviour
• Maintain self control• De-escalation body language• Match energy levels• Show empathy and listen actively
– “I can see.” – “I just want to check.”
Resolving the problemThe key to unlocking a problem is for one person
to seek to listen and understand the other’s point of view. Listening and positively seeking to understand provides the following thoughts:
• As we are not resisting or arguing, the conflict can diminish• Listening to the other person shows that you are interested and care• We can scan and assess options while they are talking
• We may discover that the facts are not what we first thought
Communication‘The way you communicate can play a vital
role in influencing someone’s behaviour’
Remember the way you interact with a client will have an impact on the rest of your
colleagues when they work with them
FIRST IMPRESSIONS LAST
Communications Exercise
SENDER RECEIVER
ENCODES DECODESMESSAGE
CHECK UNDERSTANDING
The elements of Communication
WORDS
TONENON - VERBAL
100%
Communication Exercise
List the Blocks to communication that can occur between
you and your customers
Common Communication Blocks• Alcohol / Drugs• People with Learning
Disabilities• Mental Health• Culture• Heat / Cold• Pain• Hunger
Good to remember• Speak clearly, don’t over complicate language – signal non
aggression• Use regular pauses so that the other person can have time to take
in what you are saying• If with a colleague, only one of you should talk to the person• Avoid conditions that could cause a block to communication
• Person – Object – Place applies at all times
Recovery Introductions• Your initial
introduction is extremely important
• It will set the mood for the rest of the interaction
• How would you introduce your self?
High Risk ConflictAim: To be able to apply the theories and
the models of managing high risk incidents within organisational practices
• Maintain self control• Confronting high risk situations• Police liaison work
Exit Strategies• A pre-planned exit
strategy should be used to exit a situation
• It needs to be something like
• “ I’m afraid I can’t make that decision – I’ll have to go and speak to a manger about it”
The Law relating to the use of force• The Law does not allow us to
retaliate- only to defend ourselves or others from physical attack
• (European Law may differ)• Common Law – Self Defence• Human Rights Act
“Any person may use such force as is
reasonable in the circumstances in the
defence of themselves or others and in certain
circumstances, property”.
DefencesWhen a person has a Genuine and Honest
held belief that they or Another are in Imminent Danger and the force they use is
Reasonable and Necessary and Proportionate to such force used against
them
Human Rights Act• Is the use of force used proportionate to
the wrong that it seeks to avoid or the harm it seeks to prevent?
• Is the use of force chosen the least intrusive or damaging practicable option?
Incident reportingLook at the use of force case study• Write a statement detailing the incident• Bear in mind you may have to attend court to
give evidence
Professional
Team Work
Reporting an incident• Background information• Facts about everyone
involved• Description of behaviour• Level of any force used• Description of feelings
emotions• Exactly what the person
said, what they did, stance and tone
Reporting incidents of workplace violence is a
duty under Health & Safety Legislation
24 Hours 1 – 3 days Week, months – possibly years
Post incident consideration
How people are affected by workplace violence
SHORT TERM
EFFECTS
MEDIUM TERM
EFFECTS
LONG TERM
EFFECTS
Shock, confusion, disbelief, fear, helplessness, anger, embarrassment, feeling of violation
Feeling of loss, guilt, shame, embarrassment, humiliation
Exhaustion and tiredness, lack of sleep
Anger, frustration and resentment
Lack of confidence, anxiety, fear of repetition
Persistent tiredness, exhaustion, depression, bouts of anxiety
Excessive drinking and smoking, antisocial behaviour, aggression
Nightmares, flashbacks, headaches, nausea, difficulty sleeping & eating
Providing support• List the things you can do as colleagues or
managers to support someone who has been involved in a traumatic incident:
REVIEWWhat Happened?
THE LEARNINGWhat to do next time ?
CONCLUSIONSWhy did it happen?
THE INCIDENT
THANK YOU