Conflict Management and Personal Safety


Conflict Management and Personal Safety

6 Modules

This eLearning course is designed for frontline staff who may encounter conflict or violence and aggressive situations in their work.

It is ideal for staff working in Local authority, Housing services, Pharmacies, GP Practices, Homeless support, Addiction services, Community Link workers, Libraries, Transport services, Hotels, Licensed retail, Theatres, Sports centers, Further Education Colleges, Roadwork maintenance, Community safety services.

It has six modules and an estimated completion time of 2 hours and 15 minutes; however, this will vary for each learner.

Each module can be completed individually

The two parts to this course map directly to Salvas / Maybo accredited – Conflict management, Personal safety, and Safer de-escalation programmes and can be undertaken as part of a blended learning programme.

Conflict Management and Personal Safety - 6 Modules

Part One | Preventing Conflict and Reducing Risk (1h 20m)

These modules are for people who regularly interact with customers or members of the public in their role. Each module can be completed individually. 

Module 1 | Risks, Rights and Responsibilities | 30 minutes

  • Defining workplace violence
  • Planning to reduce risks and vulnerabilities
  • Rights and responsibilities

Module 2 | Understanding Human Behaviour | 30 minutes

  • Common causes of risk behaviours
  • Instinctive reactions to emotional or threatening situations
  • Potential triggers in self and others
  • Levels of escalation

Module 3 | Positive Interactions and Choices | 20 minutes

  • Meeting people’s needs and expectations
  • Influencing positive outcomes
  • Overcoming barriers to communication

Part Two | Safer De-escalation (55m)

These modules explore de-escalation strategies to resolve a difficult situation and achieve a positive and safer outcome while maintaining personal safety.  

Module 4 | Dynamic Risk Assessment and Decision Making | 20 minutes

  • SAFER Dynamic Risk Assessment model
  • Risk identification
  • Informed decision-making

Module 5 | Skills Preventing Escalation | 20 minutes

  • Positive, non-aggressive approaches
  • Safer positioning and team-working skills 
  • Strategies to defuse, calm and resolve

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