3 DAY INSTRUCTOR ACADEMY
VIP RESPONSE TRAINING
Phoenix Training Group's unique and effective program is a newly redesigned and much improved three day VIP response Instructor Training Workshop offered to organizations that wish to provide the best in Workplace Violence and Crisis Prevention Training for their employees and the clients they serve. Attending this training will help to create a higher level of understanding and confidence that will resonate into every aspect of life, ensuring a much safer and more compassionate atmosphere for anyone, whether they work within the volatile critical healthcare field or not. This program goes far beyond any aggressive behavior training offered before, while at the same time addressing the important issues surrounding safety, liability, compliancy, as well as the compassionate treatment of the clients we serve. Being the most current and compliancy-friendly training available, this program will fulfill any regulatory and compliancy requirements, while demonstrating to the accreditation agencies that your facility is willing to go beyond what's just simply necessary and not only provide, but actually exceed, what's best for the facility and its employees, while focusing on preventative measures instead of reactive ones. During this program, incoming instructors will learn new skills, work on sharpening old ones, and enjoy the entertaining and informative format of the class, which is rooted in a strong psychology and crisis negotiation-based, real world system of learning. This fully customizable, de-escalation and workplace violence prevention program will cover the essential and trusted methods of crisis negotiation, which when used in the stages before any physical intervention or assault that personnel might be faced with, will in most cases prevent the need for any physical intervention. And in the event that the intervention becomes physical in nature, the program will then address the methodology to protect those in danger and defend oneself humanely and safely for both parties, as well as how to help effectively manage the assaultive situation, individually or as a group.
This program is a must for any facility that strives to develop a cohesive and productive team of individuals to represent itself as a caring and compassionate staff force. Feeling safer and more confident to deal with difficult situations is especially important these days as the world has taken such an unpredictable turn, and being able to act quickly and defensively has become an essential survival tool to emulate.
The customization of this training is a key importance when it comes to educating a skilled and multi-dimentional group of employees within a facility, whether large or small. Some staff require more comprehensive and introductory training in the philosophies of this program, while others possess specialized skills and education that warrant a less intensive format. Still others are not as involved as much within the daily client contact that would excuse them from a portion of the information offered.
This is why the structure of the program is multi-faceted to conform to the needs of the facility being taught and why the trainer needs to be flexible enough to be able to customize the class for the specific target audience and facility involved. In the case of Mercy Hospitals, there will be specific emphasis on this since there are a collection of facilities to where the instructors will return to teach their staff members, so a focus on customizing the principles and curriculums will be addressed for this to be more effective for the specific facilities and environments.
All employees who are involved within this Instructor Training program will receive structured VIP Response packets along with customizable reading and electronic educational materials to use in the classes, helpful for the employees in understanding the philosophies and practical uses of VIP Response Training as a workplace violence preventative program. Legal information and laws will also be provided to better understand how to protect themselves, the staff they train, and the facilities for which they train, through current legalistic, ethical, and regulatory issues that often arise, as well as from mistakes that are easily made when dealing with a volatile situation. All participating facilities will be provided with USB drives with proprietary and comprehensive compliancy-focused sign-in sheets, competency checklists, post tests, waivers, PowerPoint presentations, evaluations, handouts, and class signs, to maintain the integrity of each class taught, as well as the integrity of the Phoenix Training Group VIP Response brand name.
The following pages, 9 through 12, are the descriptions of each day's content:
Day 1.
Completion of contracts, paperwork, and establish goals of the training.
Demonstration of the VIP Response lecture portion of the class, taught to develop a sense of content and pacing that help make up an effective training.
Development of individual and team plans for the remainder of the training to fully customize the class for each of their facilities or organizations.
Understand the concept of when and whether employees have the legal right to step in physically when faced with an aggressive or potentially assaultive individual, as well as realize that a gray area exists between each employee's interpretation of their own level of perceived threat which dictates their response to the aggressive individual.
Understand the concept that every intervention or response between the employee and an individual threatening or inflicting violence, needs to involve the team approach and intervention, rather than a singular one if the outcome is to be a successful and therapeutic conclusion, and that this approach is essential to creating and strengthening the team within the facility. Students will also examine the importance of thinking preventatively while performing exercises to fully understand the thought process of preventative and critical thinking. Understand the concepts forged from standard crisis negotiation training, of focusing on what is behind any aggressive behavior instead of focusing on the behavior itself, to create an understanding of the root causes of the situation instead of the situation itself. Once this concept has been established and demonstrated, the participants will be able to help direct the incident from a volatile one into a calmer and therapeutic intervention that will not simply end as a “controlled” incident, but instead one in which the aggressive individual actually benefits therapeutically from the process.
Understand their own reactions to aggressive, assaultive, or potentially assaultive behavior in a therapeutic way that is beneficial for both themselves and the aggressive individual by examining their recognition, reactions, and response to violence or aggression. This in turn will act as a powerful learning tool in understanding more about the instinctive reactions we exhibit while faced with an aggressive situation and how to recognize and manage our own reactions in order not to escalate a potentially aggressive situation. Emphasis will be made on this concept so that the attendees will be able to clearly identify and avoid a reaction that will cause an incident to become volatile when it could have been prevented. Attendees will learn how these same principles apply to our own lives as well, realizing that if we are not able to effectively de-escalate ourselves within stressful situations outside of a facility we work within, then we most likely will not be able to calm a situation while working within the facility without learning these very important dynamics.
Understand the three important elements of the custom-developed “Intervention Triad,” which includes concepts and examples of Teamwork, Communication, and effective Plan of Action, known to all employees involved in the response when dealing with an escalating, aggressive, or violent encounter, to help ensure a successful and therapeutic resolution to the situation.
Understand the importance of using one experienced Team Leader when responding to an escalated, aggressive, or assaultive situation and that only the Team Leader, either chosen or elected, should be the one communicating with the escalated or hostile individual, so as to direct or re-direct the focus between the employee and the client, and therefore better lead the encounter to a more successful and therapeutic resolution.
Wrap up of the day and preview of the next day's events
.Day 2.
Understand the five phases of the Assault Cycle and how it maps out and explains the physical, emotional, and psychological behavior responses, and how it applies to the clients, employees, and the facility's milieu.
Learn and review the B.E.N.D. Model Flow Chart in order to understand the simple algorythm process while encountering a potentially violent person or situation from start to finish and how to direct it in a positive direction based upon negotiation skills and the ability to follow the flow of where the proven process guides us.
Understand both internal and external factors responsible for triggering escalation and assaultive behavior, and how to effectively assess and respond to the individual situation to help calm and resolve the encounter to assist in preventing a physical response.
Understand the importance of body language, both exhibited by clients and employees.
Understand the crisis negotiation-based concept of using re-direction and/or distraction techniques when confronted with an escalated, aggressive, or assaultive interaction between employees and clients, or unknown individuals when facility resources offering assistance might not be available yet, and so how to use either singular and/or a team-oriented response to de-escalate and protect oneself in the process.
Understand the twelve elements of Active Listening during the negotiating process.
Understand and demonstrate the concepts and importance of a distinct Plan A, Plan B, and Plan C protocol during a team-oriented effort, as well as the Crisis Negotiation-based twelve step Active Listening Format to help ensure the staff are negotiating correctly and creating an environment of calm instead of chaos. Students will be able to map out the steps for their own situation, to build a better team and therapeutic outcome to the crisis, as well as to help the patient realize a healthier decision-making process.
Understand the importance and content of an appropriate and therapeutic dialogue between the employee and the escalated, aggressive, or assaultive individual during the de-escalation or physical containment process, and how this either can calm or fuel a situation. Examples will be learned of what dialogue to offer and how to deliver that dialogue so the escalated or aggressive encounter will be more likely to resolve with a successful and therapeutic outcome.
Understand and demonstrate humane, non-injurious, regulatory agency-compliant, and simple yet effective evasive self-defense techniques when faced with an assaultive or potentially assaultive encounter, derived from some of the oldest protective arts ever developed. This section is approached very carefully, and the emphasis on defending minimally and escaping immediately to protect oneself and obtain assistance from support staff, is stressed heavily to create a safe and more effective solution to the situation. It must be understood that the evasive techniques taught within this workshop are extremely aggressor-friendly and not designed to injure the assaultive person, only evade them quickly without using an aggressive response in return, even when the individual is attempting to use deadly force.
Wrap up of the day and preview of the next day's events.
Day 3.
Continue to demonstrate and understand the compassionate, non-injurious, regulatory agency-compliant, and simple yet effective evasive self-defense techniques when faced with an assaultive or potentially assaultive encounter.
Understand and demonstrate the debriefing process between the employees and the aggressive individual, when appropriate, or when the individual is a client of the facility. We will address this section to establish the possible reasons for the aggressive act, how we as staff can help to prevent a similar incident from happening in the future, and to help the aggressive individual process the therapeutic value of the incident. By doing this, the employees can also learn how to read the individual's early warning signs better, as well as how the client can learn how to communicate more effectively to the employees, all with the intent of preventing a further act of aggression occurring from that individual in the future. In the case where an incident has occurred, then the recording of that incident to meet the facility's and any outside agency's documentation requirement will be discussed.
Effectively use the debriefing process with the affected employees to examine and forensically dissect the incident itself, so as to learn from the outcome why the incident occurred and what staff might have done to prevent the situation in the first place.
Discuss the VIP Response Training materials for the classes that they each will use for their individual facilities and how to apply what they have learned to merge the two together for the training, as well as the follow-up process to maintain their certifications.
Understand and demonstrate the simple, physical containment intervention techniques, using two, three, four, and five person team-coordinated efforts, as well as how to use the extra support staff who might also respond to the situations. During this training section, the staff will be able to implement and practice the techniques that they will be teaching while helping to develop a more effecient and coordinated team for the employees they train by each participant having the chance to be a team leader during the exercise. Discuss what each participant learned from the workshop, ways to develop and enhance the teamwork within the facility, as well as to examine their own issues and responsibilities of how to create a more compassionate, effective, and therapeutic staff.
Discuss the Phoenix Training Group materials for the classes that they each will use for their individual facilities and how to apply what they have learned to merge the two together for the training, as well as the follow-up process to maintain their certifications. Wrap up and final thoughts and instructions, followed by certificates being awarded to the new instructors and what plans they have for training now that they are certified while also developing their own plans to become the best Instructors for themselves as well as for their organizations.
(If you are interested in becoming a Phoenix Training Group VIP Response Instructor, please contact us to receive information and instructions on the steps you can take to enroll in the next Academy Training.)
