Conflict Management In The Family

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Published on September 9, 2008

Author: andy3577

Source: slideshare.net

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

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”

“ 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

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

National / International

Sudden evolving threats

Risk Assessment

STOP

LOOK LISTEN

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

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

Physical distance

Exit strategies

Psychological factors

Fighting arcs

Positional awareness

Critical factor

Look Observations always start the process of risk assessing

Look P erson O bject P lace 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

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 group Reaction Action

You work with people everyday

List the risks that a person presents to you as an individual or group

PERSONS - Assessment Age Size Culture Groups Attire Body Language Gender History

Age

Size

Culture

Groups

Attire

Body Language

Gender

History

BODY LANGUAGE Advanced Risk Assessments

Body Language Overview Security assessments using body language Head movements Hands & arms Eyes Stance Frustration Anger Emotional state Mental health Aggression Hidden communication FACT FICTION Vs The body language we convey to the world is a combination of instinct, learned behaviour and imitation of others

Head movements

Hands & arms

Eyes

Stance

Frustration

Anger

Emotional state

Mental health

Aggression

Hidden communication

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

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

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

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

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

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

PERSON

OBJECT

PLACE

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

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

We have two mindsets

The Emotional mind (the one that feels)

The Rational Mind ( the one that thinks)

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’

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 Flight STIMULUS RESONSE Negative 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

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

Spatial awareness is key to your safety

You should always be aware of your surroundings

And never loose your 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

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

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

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

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

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.”

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 problem The 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

The 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

‘ 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 DECODES MESSAGE CHECK UNDERSTANDING

The elements of Communication WORDS TONE NON - VERBAL 100%

Communication Exercise List the Blocks to communication that can occur between you and your customers

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

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

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?

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 Conflict Aim: 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

Aim: 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”

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”.

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

Defences When 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?

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 reporting Look 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

Look 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

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

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

Post incident consideration 24 Hours 1 – 3 days Week, months – possibly years

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:

List the things you can do as colleagues or managers to support someone who has been involved in a traumatic incident:

REVIEW What Happened? THE LEARNING What to do next time ? CONCLUSIONS Why did it happen? THE INCIDENT

THANK YOU

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