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
What people say about SALVAS
“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.”
"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."
"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"
"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."
"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."
"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."