Course curriculum

    1. Welcome

    1. Learning outcomes

    2. Why is communication important?

    3. Communication

    4. People interpret things in different ways

    5. What is communication?

    6. How we communicate

    7. Always show positive behaviour when communicating

    8. The attitude and behaviour cycle

    9. Controlling YOUR OWN behaviour

    10. Managing customer expectations

    11. Managing unrealistic customer expectations

    12. Proactive communication

    13. Proactive service delivery

    14. Positive FIRST impression

    15. Positive behaviour

    16. Behavioural types

    17. Aggressive behaviour

    18. Passive behaviour

    19. Assertive behaviour

    20. Situational perspective

    21. Problem solving strategies

    22. End of section quiz

    1. Learning outcomes

    2. The effects of fear

    3. The emotional scale

    4. The fight or flight response

    5. The FIGHT reaction

    6. Flight and flight can look aggressive

    7. Triggers and Inhibitors

    8. Triggers

    9. Inhibitors

    10. Using human response

    11. End of section quiz

    1. Learning outcomes

    2. Stages of escalation

    3. The warning signs

    4. Frustration can lead to violence

    5. Dynamic risk assessments

    6. TACT

    7. SEW

    8. POP

    9. Definition of workplace violence

    10. Employer responsibilities

    11. Employee responsibilities

    12. What policies and guidance should be in place?

    13. Measures to reduce risks

    14. Preventative measures

    15. Primary control measures

    16. Secondary control measures

    17. Tertiary control measures

    18. Risk assessment

    19. End of section quiz

    1. Learning outcomes

    2. Defusing high risk conflict

    3. Signalling non-aggression

    4. SPACE

    5. Body language which signals non-aggression

    6. Body language which indicates aggression

    7. Spatial awareness

    8. Always try to maintain personal space

    9. Catching their attention

    10. Empathising

    11. Winning their trust

    12. Overcoming communication blocks

    13. Blocks to communication

    14. Physical blocks

    15. Psychological blocks

    16. Defusing emotive conflict situations

    17. Problem solving

    18. Rapport

    19. Empathy

    20. Win-win

    21. Gifts

    22. Confronting unacceptable behaviour

    23. Exit strategies

    24. End of session quiz

    1. Learning outcomes

    2. Post incident considerations

    3. Common responses to trauma

    4. Providing support

    5. Reflecting and learning

    6. Sharing good practice

    7. The use of force

    8. The Criminal Law Act 1967

    9. Self defence

    10. How much force can be used?

    11. Always justify your actions

    12. Reports to include

    13. Learning from the incident

    14. End of section quiz

About this course

  • Free
  • 92 lessons
  • 0 hours of video content