1 Conflict Resolution and Personal Safety Nigel Buck Learning & Development Facilitator

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Conflict Resolution and Personal Safety

Nigel BuckLearning & Development Facilitator

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Aim

 To recognise and try and prevent conflict.

Be aware of different methods of resolving such conflicts.

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ObjectivesRecognise common causes of conflictGive examples of impact warning & danger signsDescribe two forms of communicationGive examples of how communication can break down

Be able to adopt appropriate physical stance & professionalism to maintain personal safety.

Describe different methods / models for dealing with possible conflict situations.

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What is Conflict?http://www.youtube.com/watch?v=-WdC4DaYIeQ&feature=player_profilepage

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Reported Physical Assaults on NHS Staff in 2012/13

Acute 16,475 ↑

Ambulance 1,397 ↓

Mental Health & Learning Disability 43, 699 ↑

Special Authority 0 ↔

Total 63,199 ↑ = 7.2 per hour

Notts H/Care 1,430 ↓ = 3.9 per day

www.nhsbsa.nhs.uk

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NHS Security Management Service(2010)Violence against front line NHS Staff

‘Non reporting of incidents is an issue for the NHS with many staff saying that they are used to abuse, abuse is part of the job’

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Know yourself

What is your natural conflict resolving style?

Has your team got a preferred style?

Do you think you are able to change your

style to suit the person and situation?

Workbook page 2 to 3Self-Assessment Task

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Work Book p5 & 6Case study 1

Spot the Signs- The impact factors

Page 5 Read Case Study 1:part a Using the People, Objects and Places categories

on page 6- identify, list and discuss the factors that are impacting on Johns behaviour

Time 5 minutes

Impact -Factors which could affect the conflict outcome. Workbook page 6PEOPLE -Pain, gender, age, size, build, skills, mental state, numbers present, physical or mental tiredness.

OBJECTS -Alcohol, drugs, potential weapons, items of value, time of the day,

PLACES-Excessive noise, exits, room layout, public or private premises, slip/trip hazards

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Workbook p.7 Patterns of behaviour

Spotting the SignsCan you identify any Warning and Danger signs in the Case study film clip?

Warning Signs

Eyes

Behaviour

Standing Tall

Large Movements

Volume of Voice

Words spoken

Ground Kicking

Danger SignsEyesGlancing at intended target areas Face Hands / fists / WeaponsShoulders tensing Stance changing to side on or fighting stance

Lowering of entire body before launching an attack

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Workbook p.7 Patterns of behaviour

Spotting the SignsWatch the film again. Can you identify any more or different Warning and Danger signs?

How would you do things differently?

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Workbook page 8 Case study 1 part b

How would you do things differently?

1) Identify the barriers to communication

2) Explain how the attitude of both parties affected their behaviourWhat would you do differently?

Time 5 minutes

How attitude affects behaviour, Betaris Box

My Attitude Your Behaviour

My Behaviour

Affects…

Affects…

Affects

Affects… Your BehaviourYour BehaviourYour Behaviour

Your Attitude

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Conflict ResolutionKnow yourself – strength and weaknessesSpot the Impact, Warning and Danger Signs

NextCommunication

Models for Dealing with Conflict

The Fence

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Types of Communication

•Communication is 55% body language,

•38% voice tone and 7% words

•Working on the phone

86% voice tone and 14% words(Source:-Mehrabian. A. 1971-Silent Messages)

20H S

DFA

S

1 2

4 5 6

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Body Language – Six universal facial expressions recognised around the world

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EXPLORING BARRIERS TO COMMUNICATION

Work in pairs.Nominate a Drawer and a Describer.

Drawer have your back to the screen.

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The tools for conflict resolution

blueskyexperiences.com

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Communication Models

L.E.A.P.S

PEACE Model

5 STEP APPEAL

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LEAPS L - Listen to what the person has to say E - Empathise with what they have to say

A - Ask questions to obtain more information

P - Paraphrase by putting the facts into your own words

 S - Summarise a course of agreed action

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Peace model

P – Plan, Prepare

E - Engage, Explain

A – Account for Actions

C - Closure

E - Evaluate

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The 5 Step AppealStep 1 - Ethical Appeal- Please…Step 2 - Reasoned Appeal-why you are making the request.Step 3 - Personal AppealAn appeal to them by nameStep 4 - Practical AppealLast chance. Offer alternatives/ options & consequences

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Step 5 - ActionOption you choose based on the threat as you see it, having considered all factors.

I’ve tried to help… & you are still…..now I’m… & once said then you must do it!

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Work Book Page 10Case Study 1 part c

Which model of communication would you use?

1) Discuss how you would deal with this situation and John’s anger?

Time 5 minutes

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Phrases to help you

How can I help you?I’d like to help you.Am I correct in thinking that….Can I confirm that this is…..I’m sorry that you have had a bad experience…..

Can I suggest….

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The Fence

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The Fence- Distance?Intimate zone

Family/ PartnersPersonal Zone

People we knowSocial zone

Most other people

feet / m

feet / m

feet/m

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The FenceReactionary Gap

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Physical stance & positioningWork Book page 14 Case study 2 part a

1.Explain what course of action you decide to take

2.Discuss your reasons for this

3.Why is it important to be aware of your body language?

Time 5 minutes

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Get outBe aware of potential escape routesGenerally If it feels wrong then it probably isSo do something straight away and remove yourself from the situation

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P.16 Case study 2 part b

What key advice would you give regarding lone working in the community and keeping safe?

Where would you signpost them too for further information?

Time 5 Minutes

Lone Working

Risk AssessmentRisk of conflict situations

Know your escape routes

Be aware of your surroundings

Don’t go into a situation if you feel at risk

Be aware of the situation you are in

Keep your wits about you

Be aware of your own actions

Raising the alarmLone Worker DevicesBuddy systemsShared diariesMovement boards

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Are you Listening?

P.12 & 13 To be good at listening-True or false

It is more important to pay attention to your own point of view rather than the other persons

FalseIt is important not to interrupt

True

When listening be open and receptive

True

You hear most of what is being said

FalseYou interpret what is being said

True

Think ahead about what you might say

False

When listening-True or false

To be good at listening True or False?

Do not deny or ignore others feelings

TrueDo not pretend to understand

TrueTalk about your personal views

False

Acknowledge the other persons point of view

True

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De-escalation techniquesManaging difficult conversations & expectationsBe self aware limits and strengthsVoice tone & volumeFacial expression & Body postureTry & helpActive listening skills

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The Law

Reasonable Force?

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ObjectivesRecognise common causes of conflictGive examples of impact warning & danger signsDescribe two forms of communicationGive examples of how communication can break down

Be able to adopt appropriate physical stance & professionalism to maintain personal safety.

Describe different methods / models for dealing with possible conflict situations.

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www.nottslandd.nhs.uk