Managing Aggression/Personal Safety for Lone Workers

This one-day course has been designed for people who may find themselves in confrontational situations in the course of their work. Staff it is appropriate for include doctors’ surgery staff, customer service staff, agency workers or anyone in a public-facing role.

The course covers the following

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Assessing risk

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Basic personal safety precautions for out of office and public locations

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In-office precautions

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The impact of participants’ personality on the possible outcomes of a confrontational situation

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The COCO principle (maintaining a calm air, conscious observation of what’s going on around them, communication skills and organisational awareness), to reduce the chance of a confrontational situation developing

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Factors contributing to a confrontational situation

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Early recognition of anger and aggression

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Defusing techniques based on the CRaM model (calm, relate and manage)

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Dealing with situations which become violent, including disengagement techniques and the proper use of personal alarms

Delivery

These topics are covered in line with Health & Safety Executive guidelines and are taught in simple, straightforward terms to give participants the skills to reduce the chances of, and possible consequences of, aggression aimed towards them.

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