Conflict – Conflict Handling

Introduction

Work-related violence is on the rise and yet employers have a duty of care to provide a safe place of work. This is not easy in environments where the potential for conflict and aggression is high. Zero tolerance initiatives and commitment to prosecution have brought improvements in organisations like the NHS, London Underground and many pubs and clubs that now work together to monitor and bar known troublemakers. Yet high staff turnover and a lack of training mean many people are still vulnerable to physical and psychological damage. The costs to businesses can be very high indeed.

The CIEH has developed this qualification to help organisations protect their staff as well as their organisational and operational effectiveness.

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Description

Course Objectives 

By the end of the course, delegates will have:

  • Knowledge of Health & Safety Legislation in relation to the new Regulations.
  • An understanding of the requirements of direct and contract employment of construction workers.
  • Understood the responsibilities of ‘Duty Holders’ in relation to the Regulations
  • The skills to assist the organisation by influencing health, safety and welfare in construction projects.
  • The ability to develop documentation to ensure legal compliance and ensure continued business improvement.

Course Content

Candidates should understand the terminology used in conflict resolution and should be able to:-

  • State the HSE definition of ‘violence at work’
  • Give examples of violent behaviour
  • Describe the negative effects of violence in the workplace (low staff morale, high absenteeism and employee turnover, increased insurance premiums, physical and mental strain and distress to employees) that can have a detrimental impact on the business or organization
  • State the factors that can contribute to a confrontational situation
  • Describe the principles of conflict management

The Law

  • Understand the difference between common law, criminal law and best practice guidance
  • State in general terms the requirements of the current regulations in relation to the Criminal Law Act 1967, section 3 and the Health & Safety at Work Act 1974
  • Define the four main categories of assault
  • Describe the law regarding self-defence including definitions of reasonable and justifiable force
  • Understand the need to report and record any incidents of confrontational behaviour

The Work Environment

  • Review the working environment to identify risks to personal safety
  • State the benefits of developing company personal safety policies and procedures
  • Explain how some specific situations may increase the risk of conflict
  • Understand the importance of procedures to minimize risk of conflict

Resolving Confrontational Situations

  • Describe the indicators of aggressive behaviour
  • Identify aggressive signals and behaviour
  • State effective methods of defusing a potential confrontational situation
  • Understand how verbal and non-verbal signals can be sued as a means of conflict minimization
  • Describe how observational, listening and communication skills may be used to defuse conflict

Personal Safety

  • Give examples of common threats in the workplace
  • Describe how to establish and maintain a personal safety zone
  • Describe breakaway techniques to protect personal safety

 

Course Duration: One Day