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Managing negative behaviour in the Family Andy Neal
(DAY 1) pm ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Legislation
Definition of work placed violence ,[object Object]
Current Practice of Reporting ,[object Object],[object Object],[object Object],[object Object],[object Object]
Risk Assessments ,[object Object],[object Object],[object Object],[object Object],[object Object],Customer Interactions
In Groups ,[object Object],[object Object],[object Object],[object Object]
Scenario   Exercise 1
The Dynamic Risk Assessment STOP LOOK LISTEN
STOP ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],360
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 ,[object Object],[object Object],[object Object],[object Object],[object Object]
LOOK ASSESSMENTS -  PERSON ,[object Object],[object Object],Reaction Action
PERSONS  - Assessment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
BODY LANGUAGE Advanced Risk Assessments
Body Language Overview Security assessments using body language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],FACT FICTION Vs The body language we convey to the world is a combination of instinct, learned behaviour and imitation of others
Cultural Diversity ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Other Factors ,[object Object],[object Object],[object Object],[object Object],[object Object]
OBJECTS  - Assessments ,[object Object],[object Object]
OBJECTS Assessment ,[object Object],[object Object],[object Object],[object Object]
PLACE- Assessments ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
STOP- LOOK- LISTEN ,[object Object],[object Object],[object Object],This Model will form the basis of all personal safety assessments
Responses to threat ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Rational & emotional mindsets ,[object Object],[object Object],[object Object],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
Group Work ,[object Object],[object Object]
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 ,[object Object],[object Object],[object Object]
Positional Tactics –  STOP  model ,[object Object],[object Object],[object Object],Distance Position Exits
SCENARIO EXERCISE
Once the visual assessment has been completed you must adopt the correct position ,[object Object],[object Object],[object Object],[object Object]
PHYSICAL DISTANCE ,[object Object],[object Object]
‘ CRITICAL’ Never break this distance down until you have carried out the assessment model  P>O>P
Psychological Positioning ,[object Object],[object Object],[object Object]
Proactive service delivery ,[object Object],[object Object]
Behaviour breeds Behaviour ,[object Object],[object Object],[object Object],[object Object]
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 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Resolving the problem ,[object Object],[object Object],[object Object],[object Object],[object Object]
Communication ,[object Object],[object Object],[object Object],[object Object]
Communications Exercise SENDER RECEIVER ENCODES DECODES MESSAGE CHECK UNDERSTANDING
The elements of Communication WORDS TONE NON - VERBAL 100%
Communication Exercise ,[object Object]
Common Communication Blocks ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Good to remember ,[object Object],[object Object],[object Object],[object Object],[object Object]
Recovery Introductions ,[object Object],[object Object],[object Object]
High Risk Conflict ,[object Object],[object Object],[object Object],[object Object]
Exit Strategies ,[object Object],[object Object],[object Object]
The Law relating to the use of force ,[object Object],[object Object],[object Object],[object Object],“ Any person may use such force as is reasonable in the circumstances in the defence of themselves or others and in certain circumstances, property”.
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 ,[object Object],[object Object]
Incident reporting ,[object Object],[object Object],[object Object],Professional Team Work
Reporting an incident ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Reporting incidents of workplace violence is a duty under Health & Safety Legislation
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 ,[object Object]
REVIEW What Happened? THE LEARNING What to do next time ?   CONCLUSIONS Why did it happen? THE INCIDENT
THANK YOU

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Conflict Management In The Family

  • 1. Managing negative behaviour in the Family Andy Neal
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  • 8. Scenario Exercise 1
  • 9. The Dynamic Risk Assessment STOP LOOK LISTEN
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  • 11. Look Observations always start the process of risk assessing
  • 12. 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
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  • 16. BODY LANGUAGE Advanced Risk Assessments
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  • 27. Fight or Flight STIMULUS RESONSE Negative Response Positive Response CHOICE
  • 28. 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
  • 29. Visual levels of Fight or Flight Frustration ANGER AGGRESSION VIOLENCE
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  • 35. ‘ CRITICAL’ Never break this distance down until you have carried out the assessment model P>O>P
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  • 39. Learning how to behave with your negative feelings MY ATTITUDE MY BEHAVIOUR YOUR ATTITUDE YOUR BEHAVIOUR Affects Affects Affects Affects Break the Cycle
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  • 43. Communications Exercise SENDER RECEIVER ENCODES DECODES MESSAGE CHECK UNDERSTANDING
  • 44. The elements of Communication WORDS TONE NON - VERBAL 100%
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  • 52. 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
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  • 56. Post incident consideration 24 Hours 1 – 3 days Week, months – possibly years
  • 57. 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
  • 58.
  • 59. REVIEW What Happened? THE LEARNING What to do next time ? CONCLUSIONS Why did it happen? THE INCIDENT