Description
This eLearning course is designed for frontline staff who may encounter conflict or work-related violence in their work. It has six modules and an estimated completion time of 1 hour and 40 minutes, but this will vary for each learner.
The two parts to this course map directly to Maybo certified classroom modules and therefore can be undertaken as part of a blended learning programme.
Objectives
Part One | Preventing Conflict and Reducing Risk (45m)
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 | Reducing the Risks of Work-Related Violence | 15 minutes
o Examples of workplace violence
o Rights and responsibilities
o Planning to reduce risk
Module 2 | Signs and Causes of Conflict | 15 minutes
o Instinctive reactions to emotional or threatening situations
o Potential triggers in self and others
o Levels of escalation
Module 3 | Positive Interactions and Choices | 15 minutes
o Influencing positive outcomes
o 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
o Maybo SAFER model
o Risk identification
o Informed decision-making
Module 5 | Skills Preventing Escalation | 20 minutes
o Positive, non-aggressive approaches
o Safer positioning and teamworking skills
o Strategies to defuse, calm and resolve
Module 6 | Personal Safety and Post-incident | 15 minutes
o Responding to behaviours of concern
o Heightened risk indicators
o Exit strategies in higher-risk situations
o Post-event impact and responsibilities
Certificate
By completing/passing this course, you will attain the certificate Maybo eLearning Certificate
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