11 Nov 2020

Conflict De-Escalation Techniques

How do you know when you are being personally or physically threatened? Well, you know it because you are encountering an aggressive personality and its your gut feeling; moreover, you trust your instincts and convinced that it’s happening to you!  So, what do you do…??  ‘Run for your life’!  You could but that’s where conflict de-escalation techniques come in handy!
Anticipating potential conflict is important, and there are many verbal & non-verbal cues to be mindful of as situations unfold.  Focusing on the ‘Soft’ as a sustained basis for resolving the human conflict, de-escalation is the tactic to bank on during a potentially dangerous, or threatening situation in an attempt to prevent a person from causing harm to us, themselves or others. Verbal De-escalation consists of tactics to help limit the employees who might become the victims of workplace violence.
Workplace Violence widely recognized as a significant occupational hazard for many agencies and personnel and lately seen a major focus of concern in the healthcare sector.  In this regard, if you are looking at a medical facility, how would security staff handle aggressive patient/visitor & how would nurses/physician diffuse angry patient/visitor?  We need not be reminded that it’s a human process and people are unique; it about human relations and these are complicated and uncertain at the best of times and the possible de-escalation techniques. All of these findings have led to research on effective intervention strategies as an application of the Soft Skills.
Presenting a 12 module, interactive, case study-based webinar/seminar entitled ‘Conflict De-Escalation Techniques’. The seminar will introduce ideas and techniques for increasing and understanding verbal De-Escalation technique in a health care settings.  In order to prevent Workplace Violence, it is essential that managers and employees are able to identify individuals who could become violent and understand how to diffuse dangerous situations. This workshop will help participants to identify and address violence in the workplace, as well as giving them the tools to develop their own de-escalation techniques, incorporate their code guidelines and thereby leading to a secure Workplace Harrasment Policy and environment.  Below are the suggested workshop objectives and the course contents:
Workshop Objectives:

  • Intro to Soft Skills and the required the areas of emotional intelligence in the workplace.
  • Identify nonverbal communication to successfully execute conflict resolution and overcome other obstacles in the workplace to calm anxious or agitated individuals.
  • Exhibit empathy and reverence for others, identify anxious and stressful emotions and better control these negative. What is Verbal-De-escalation.
  • Understand common signs of escalating anxiety and stages of de-escalation
  • Identify effective methods of de-escalating anxious or agitated behavior.Techniques used: L-Shaped Stance, SOLER, The Energy curve, Adrenaline, Comfort Zone, Encouragers, Open-ended Questions & self-assessment tools.
  • Describe the causes and correlates of aggressive behavior among patients.
  • Identify safe options to prevent and manage patient aggression.
  • Demonstrate skills in evaluating and assessing efforts of staff in managing aggressive patients and situations.
  • Demonstrate adaptive effective options for enhancing therapeutic client interactions (ways to de-escalate a client).

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

 Module Two: Introduction to Soft Skills 

  • Emotional Intelligence
  • Empathy
  • Who Needs It?
  • Goals
  • Case Study

Module Three: Communicating with Body language 

  • Learning a New Language:
  • The Power of Body Language More Than Words:
  • Actions Speak Louder Than Words Case Study:
  • Reading Body Language; Head Position, translating Gestures Into Words; Open Vs. Closed Body Language; The Eyes Have It
  • Body Language Mistakes: Poor Posture, Invading Personal Space, Quick Movements, Fidgeting.Case Study

Module Four:  What is Workplace Violence and how to handle?

  • Identify Costs to your business, Legal & Psychological
  • Identifying the Bully
  • Abusive Workplace Behaviors Bullying and Personality Disorders Narcissism.
  • Types of Behavior. Target the Behavior not the Person.
  • Implement an Action Plan

Module Five: What is De-escalation

  • De-escalation: at a glance
  • signs of anger or verbal aggression
  • strategies to de-escalate a situation
  • De-escalation Techniques
  • 10 things-to-do & 10 things to avoid
  • Trust your instincts

Module Six: Managing Violence

  • At a glance: working with someone who may be Violent
  • understand the person’s triggers, and the reasons why they can become aggressive
  • have a plan on what to do and who to contact if this is required
  • recognize the potential signs of distress and be able to act to prevent violence
  • identify danger situations and respond appropriately
  • Using the acronym LOWLINE

Module Seven: Alternative Violence management  

  • Styles with the Thomas-Kilmann Instrument
  • Collaborating Competing Compromising Accommodating Avoiding
  • Creating an Effective Atmosphere
  • Neutralizing Emotions Setting Ground Rules Choosing the Time and Place
  • Creating a Mutual Understanding
  • What Do I Want? What Do They Want? What Do We Want?

Module Eight: Organizational approach to Verbal De-escalation of the Agitated Patient

  • Incorporating Code White guidelines
  • Appropriate training for de-escalation and intervention guidelines
  • Organizational objectives
  • Clinical Approach to Agitation
  • De-escalation of agitated patients in the emergency setting
  • Guidelines for environment, people, preparedness

Module Nine:  Working in Teams

  • Non-physical elements
  • Physical Elements
  • Documentation, Processing, Monitoring

Module Ten: Special Considerations

  • Verbal Aggression: Agreeing, apologizing, playing dumb, avoid reasoning
  • Physical Aggression: Step back, use care in body language, be alert, get help, act defensively.

Module Eleven:

  • Case studies
  • Self-assessment tools
  • De-escalation Resources

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned Completion of Action Plans and Evaluations

Additionally, the seminar includes the following:

  1. Training Manuals for each delegate, Icebreakers, energizers, and other workshop activities to heighten the effectiveness of training sessions when targeted to the lesson topic and the overall needs of the participants.
  2. PowerPoint slides embedded with videos that will complement the instructor-led training experience and provide an excellent summary of training concepts in point format. Flip chart notes are also available as an alternative for workshop training.
  3. Quick Reference Sheets. These powerful Quick Reference sheets are an excellent take away from any training program or as a stand-alone desktop reference tool.
  4. Usage of real-life examples, case studies, and stories based on the instructor’s industry experience that are relevant to the group.
  5. Certificates. The Certificate of Completion is meant to publicly acknowledge the effort and expense invested by participants in the completion of the training workshop.
  6. Course related MP3 Audio book for training on the go and a complimentary E-book on select Soft Skills.

All of these professional training resources are based on the most up-to-date body of knowledge and carefully selected by subject matter experts.  To better comprehend each module’s objectives & outline, please click on the following link that demonstrates the HR’ module on our website: http://readacademy.net/course-curriculum/.
To register for the workshop or additional information on a specific module, please respond back with your choice of the pick and/or visit http://readacademy.net/softskills-training-courses/; to enable us meet your business requirements, please fill out the professional enquiry form at: http://readacademy.net/contact-us/.  If you have any questions, concerns or need an insight to our soft approach, please contact us at: info@readacademy.net and/or call us at +966532874341.