Conflict Resolution and Personal Safety
1. Understand the terminology used in conflict resolution.
1.1 State the HSE definition of ‘violence at work’
1.2 Give examples of violent behaviour
1.3 Describe the negative effects of violence in the workplace that can have a detrimental impact on the business or organization
1.4 State the factors that can contribute to a confrontational situation
1.5 Describe the principles of conflict management
2. Understand the laws that apply to businesses and their employees.
2.1 Understand the difference between; common law, criminal law, best practice guidance
2.2 State in general terms the requirements of the current regulations in relation to the Criminal Law Act 1967, section 3 and the Health and Safety at Work Act 1974
2.3 Define the four main categories of assault
2.4 Describe the law regarding self-defence including the definitions of reasonable and justifiable force
2.5 Understand the need to report and record any incidents of confrontational behaviour
3. Understand the concepts of a safe working environment and how the risk of conflict can be assessed.
3.1 Review the working environment to identify risks to personal safety
3.2 State the benefits of developing company personal safety policies and procedures
3.3 Explain how some specific situations may increase the risk of conflict
3.4 Understand the importance of procedures to minimize the risks of conflict
4. Understand the use of appropriate methods to de-escalate a confrontational situation.
4.1 Describe the indicators of aggressive behaviour
4.2 Identify aggressive signals and behaviour
4.3 State effective methods of defusing a potential confrontational situation
4.4 Understand how verbal and non-verbal signals can be used as a means of conflict minimization
4.5 Describe how observational, listening and communication skills may be used to defuse conflict
5. Understand the importance of personal safety.
5.1 Give examples of common threats in the workplace
5.2 Describe how to establish and maintain a personal safety zone
5.3 Describe breakaway techniques to protect personal safety