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Posted By Simon Carrier
Good afternoon
I am putting together a presentation for personnel safety (volunteers dealing with the public) and would like to include something about anger management/dealing with angry people. If anyone has anything on this that they would be willing to pass on, it would be appreciated. Or if you have any links to good information that would be appreciated also.
regards
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Posted By Andrew W
I used to have something about Parent/Adult/Child behavior as applied to conflict management if I can find it out I'll send it
Andy W
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Posted By atheobald
hi
Parent/Adult/Child is about transactional analysis. can be quite complex for others to understand without a foundation of understanding.
I have a few things i could dig out that you may find usefu, alternatively you might find it worthwhile talking to your local social services dept who i am sure have heaps of stuff!
Best of luck
at
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Posted By Kim Sunley
Hello
Not sure whether this is any help but the learning outcomes of the NHS national conflict resolution training course which is being rolled out to all NHS frontline staff are as follows:
describe common causes of conflict
describe the two forms of communication
give examples of how communication can break down
explain three examples of communication models that can assist in conflict resolution
describe patterns of behaviour they may encounter during different interactions
give examples of the different warning and danger signs
give examples of impact factors
describe the use of distance when dealing with conflict
explain the use of 'reasonable force' as it applies to conflict resolution
describe different methods for dealing with possible conflict situations
more information on the course is availabe from http://www.cfsms.nhs.uk
Kim
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Posted By Kieran J Duignan
Simon
There's more to 'anger' and 'management' of it at work than meets the eye, especially when you're talking about volunteer workers.
Ensure that your guidance includes:
1. interpersonal communication skills,e.g. listening with empathy, questioning for clarity and speaking calmly
2. notices of warning about prosecution in the event of assault or serious abuse
3. physical barriers to shield employees from assault or missiles
4. safeguards for employees or customers/clients with disabilities.
5. circumstances when 'anger' discharge moves from a civil issue to criminal assault when the police should be called
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Posted By Lilian McCartney
One of the training courses we did at my last place (LA) had a behavioural cycle which basically went
my attitude affects my behaviour affects your attitude affects your behaviour and back to beginning (I don't know how to draw it into this box but the affects bit is on the arrows between the other bits).
The training package was geared towards working with the public, schools, caretakers, home visitors etc. It was quite expensive but it was used a lot by teams as refresher after inital in-house training and I can't remember the name (I'm still on steroids). I expect an internet search might find something
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Posted By Kieran J Duignan
What Lilian is referring to is a (one of many) 'cognitive behavioural' model of influences of anger (and other emotions) on personal and interpersonal behaviour. They illustrate precisely why there is much more to this issue than meets the eye, especially as such a model has to be tested out in each particular situation before you can safely teach it - or it may well result in the opposite of what is expected.
A practical heuristic ('rule of thumb') is the Pareto principle that only a minority of people result in the majority of incidents and even they are angry only some of the time. In terms of risk management, the challenge is to identify the critical incidents and ensure they can be swiftly and effectively controlled cost-effectively and without serious injury or illhealth, although - in the 'real world', some stress, harsh words, bruises and blood some of the time.may be within the 'as far as reasonably practicable' level of control.
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