Conflict Management and Personal Safety for Lone Workers

E-Learning

Conflict Management and Personal Safety for Lone Workers

7 Modules

This eLearning course is designed for public facing frontline staff who may encounter conflict, verbal and physical abuse and aggression in their day-to-day work.

There is an additional module for staff who are Lone workers or work by themselves or without close or direct supervision in premises or out and about in the community.

The contents of the eLearning can form part of a blended approach to learning as they map to Maybo accredited programmes and Salvas programmes – Personal safety, Conflict management and Safer De-escalation

It has seven modules and an estimated completion time of 2 hours 10 minutes; however, this will vary for each learner.

Each module can be completed individually at a time and place suitable for the learner.

Conflict Management and Personal Safety for Lone Workers - 7 Modules

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

Combined, these three eLearning modules map to the Preventing Conflict and Reducing Risk training module.

Module 1 | Risks, Rights and Responsibilities | 30 minutes

What is ‘Workplace violence’ – Examples like Verbal and Physical abuse and Threatening behaviour
Identifying risk and 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 and defusing strategies to resolve a difficult situation and achieve a positive and safer outcome while maintaining personal safety.
Each module can be completed individually. Combined, these three eLearning modules map to the Safer De-escalation training module.

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 teamworking skills
Strategies to defuse, calm and resolve

Module 6 | Personal Safety and Post-incident | 15 minutes

Responding to behaviours of concern
Heightened risk indicators
Exit strategies in higher-risk situations
Post-event impact and responsibilities

Part Three | Safer Lone Working (30m)

This module explores the risks we may experience when working alone and the steps we can take to increase our personal safety.

Module 7 | Safer Lone Working | 30 minutes

Risks and vulnerabilities of lone working
Risk reduction measures we can take to prepare for working alone
Reducing risk when travelling alone
Reduce risk when arriving at a venue

Certificate of Completion

Completing and passing this e learning course you will attain a Salvas / Maybo eLearning certificate

Interested in this training?

Get in touch!

Glasgow: +44 (0) 141 611 9610

London: +44 (0) 203 727 5040

Email: info@salvas.co.uk

Customers reviews

What people say about SALVAS

SCOTLAND TRANSERV - BALFOUR BEATTY - CONNECT ROADS

“Having identified that 77% of our Operatives had experienced verbal abuse at the hands of South West Scotland’s drivers, and 17% had experienced actual physical abuse, it was important that we equipped them with the correct training to identify potential conflict at the earliest of stages, to understand it and properly manage such issues. This training has already helped many of our workers and we will look to have all of our customer-facing teams trained to such similar high standards.”

ABERDEEN CITY COUNCIL - CITY WARDENS

"Tailored to our needs and rated as the best they’ve ever had by many of our City Wardens."

‘Was well executed, thoroughly fascinating and helpful, and has helped taught me the proper way to deal with people. It has also gotten me thinking about my own body language so that I present myself to colleagues and customers in a more approachable and positive fashion."

"The workshop demonstrated successfully to myself on how to deal with violence and aggression and was very practical and informative."

"The lecturer was excellent in communicating the course I thought over to the students."

FIRST BUS MANCHESTER

"Conflict specialist trainers Salvas provided a one-day training course, delivered by trainer Jag Sidhu to our Revenue protection staff.– who often face stressful situations when relating to the public – through theoretical and practical exercises, designed to help keep them and passengers conflict-free and safe.

The Salvas course was very practical and the trainer used examples of scenarios from both within and outside the bus industry.
Our staff were very reassured by the course and felt able to deal with a variety of situations even more effectively"

XPLORE BUSES - DUNDEE

"Having used the services of Salvas before, I knew what they offered in the way of managing conflict training was ideal for my staff and our business. My frontline staff are now better prepared and equipped with the skills and knowledge to deal with the various types of conflict situations that can arise when dealing with members of the public than they were prior to them participating in this training course."

GLASGOW CITY MISSION - HOMELESS WINTER NIGHT SHELTER

"Salvas have supported the project since its inception in the winter of 2010. We train staff in Managing conflict and Challenging behaviours. Many of the service users have drug, alcohol and mental health issues. We concentrate on developing positive communication along with defusing and calming skills. Given the abusive backgrounds of many of the service users, staff have had to call the Police for assistance over the years. Training inputs have been adapted based on the incident recording and learning from previous violent incidents and this year 2018-19 saw the following reduction in Violent incidents within the Night shelter. Staff, volunteers and partners all reported that the night shelter felt much safer than last year. Statistics provided by Police Scotland confirmed this with a 53% reduction in reported crime. Common assault was down by 88%, and there was a 73% reduction in breach of the peace incidents."

GLASGOW OVERNIGHT WELCOME CENTRE - 2020 - 21

"The hotel venue offered vulnerable guests an en-suite room 24/7 and staff were trained in safety. Salvas worked with the management and staff of the centre in creating a blended learning training programme to equip staff to safely manage and respond to behaviours of concern should they occur in the hotel. Staff undertook e-learning in Personal safety and Safer De-escalation alongside a face to face practical skills workshop to help them safely approach and manage difficult situations including conducting care and welfare room checks."