Mario Govorchin and Associates Ltd.

Managing Hostile Interactions & Physical Safety

​This one or two day course is for those who have an increased responsibility and potential exposure to violence.  Service providers are aware of the challenges of dealing with upset, angry, frustrated and confused clients.  Increasingly, one is presented with personally intimidating, hurtful hostile behaviour.
 
Hostile incidents are clearly on the increase; dealing effectively with hostile individuals takes energy and the careful application of a specific range of skills.  Unfortunately, it is much easier to intensify hostility than to defuse it.  This workshop will provide participants with proven strategies to diffuse hostility and constructively confront problem behaviour in a manner that dramatically increases the likelihood of constructive resolution for all parties.

Objectives:
Participants in this workshop will:

  • Define hostility and examine its forms and dynamics
  • Describe an ecological view of angry behaviour
  • Identify factors that increase the potential for hostility occurring
  • Identify personal responses (constructive and not constructive) to hostile behaviour
  • Explore techniques to effectively confront and set limits on hostile behaviours
  • Examine methods for defusing hostility; verbally and physically
  • Develop verbal and nonverbal skills for responding constructively to hostility:
  • Use attending body language
  • Use empathy
  • Use questioning
  • Use re-framing
  • Use assertive communication
  • Apply self-management skills to facilitate constructive responses to threatening behaviour:
  • Manage body stress
  • Self talk
  • Specific responding skills when drugs and alcohol are a factor
  • Specific responding skills when dealing with those who have mental ability challenges
  • Supporting other personnel during interventions
  • 3rd party intervention skills
  • Physical violence: risk assessment and safe responding
  • Develop awareness and skills for enhancing safety, both emotionally and physically, in violent situations
  • Key learnings include: Awareness, Self-Care, Defusing, Assertion
  • During a two day course there will be opportunity to practice skills through role-play scenarios
  • Practice exercises in small groups / pairs demonstrating physical boundaries

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