8 Hour Public Government-Based Safety & De-Escalation VIP Response™ Workplace Violence Prevention Training
Conflict Resolution Development
Within this rapidly changing world, it is essential these days to use new and productive ways to interact with the public, especially those individuals who work within a capacity of maintaining safety and effective communication within the community that they serve or govern. It is important to find innovative and less confrontational methods of meeting that demand when confronted with anything from providing quality customer service, all the way to reacting correctly when confronted with potential violence. This training addresses that need and provides effective ways to help.
Everyone knows that there are much better ways to communicate with others that will create a higher level of calm and understanding, rather than cause the situation to become more escalated and aggressive. One of the major hurdles though is that we as humans are dealing with brain physiology and basic instincts that are millions of years old, so unless we learn different ways to re-wire those instincts, we will always default to human aggressive reflexes, like we often see within the world around us. And for those who simply wish to learn more about human behavior, both ours and the aggressor's, or who desire to strengthen their ability to effectively respond to difficult people, react to potentially violent situations, defend themselves against a physical attack and feel safer and more confident within their surroundings, the training presented will instill a whole new perspective on understanding how to be and become more empowered when faced with aggressive behaviors.
Our VIP Response®) Public Government-Based Public Safety and De-escalation Training will help you and your employees to truly understand and apply those important methods of re-training the brain in order to achieve more empathetic control over a situation. Phoenix Training Group believes that the goal of any potentially aggressive encounter is to always maintain a more compassionate, communication-based dialogue between those who are challenging or even aggressive and those who it is their position to help restore order and calm to a potentially volatile situation. This training provides the formula that will help any conflict from becoming more escalated, into a more positive direction that proves that we can overcome the basic human instincts and learn from our behaviors, both positive and negative, in order to demonstrate to the environment we work within that we are committed to resolving conflicts in a compassionate, empathetic and creative way and in doing so, create a better person out of all of us
This is a Comprehensive Workplace Violence Prevention Training, compliant with all California State SB-1299, AB-508, California Health & Safety Codes; 1257.7 and 1257.8, OSHA 8 CCR 3342, as well as all other State and Federal laws necessary in order to meet the requirements for a mandatory or recommended workplace violence prevention and management program for the workplace.
Class Objectives
- The meaning and definition of assault and how it applies to the workplace.
- Types of assaultive behaviors and their causes.
- The importance of assessing what we as employees bring to a situation that will propel it in a good or bad direction so we can avoid making a situation worse and always guide it toward a better outcome.
- Characteristics of aggressive and violent clients and victims.
- Understanding the importance of customer service techniques in order to help clients stay or become calm.
- General safety measures.
- Personal safety measures.
- The Assault Cycle (Crisis Cycle) and how it can help de-escalate an aggressive situation.
- The linear steps of negotiation in order to reduce aggression.
- The B.E.N.D. Model Algorithm Tree in order to better understand how to effectively assess a situation in order to direct into in a better, safer and calmer outcome.
- Examining specific methods to lay the groundwork for successful de-escalation outcomes.
- Words and phrases recognized as common trigger words not to say in order to de-escalate individuals.
- Aggression and violent behavior predicting factors.
- Verbal intervention and de-escalation techniques and physical maneuvers to defuse and predict violent behaviors.
- Strategies to avoid physical harm and remove yourself from the assaultive situation.
- The legal criteria necessary for employees to have the right in placing their hands upon an individual with the intentions of protecting themselves from an aggressive individual.
- Appropriate and inappropriate use of restraining techniques in accordance with the workplace protocols and understanding when employees must not intervene, stop or touch an aggressive individual.
- An opportunity to practice the physical evasive and protective maneuvers and techniques in order to remove themselves from the aggressive individual. This module is to be done together with other employees they work with to better understand and become more proficient with the ability to perform these actions if confronted with an assaultive situation.
- Debriefing with the clients following an aggressive outburst in order to understand what the root cause of the incident was and how the employees can help avoid or prevent similar incidents from occurring again in the future.
- Discuss resources available to employees for coping with incidents of violence, including, by way of example, critical incident stress debriefing or employee assistance programs.
