Managing negative behaviour in the Family

Andy Neal

(DAY 1) pm• Advanced Scene

Assessment• Observation Model• Diversity• Operational Tactics• Responses to Threat• Fight or Flight

Legislation

Definition of work placed violence

“Any incident where a person is Abused, Threatened or Assaulted in circumstances

related to their work”

Current Practice of Reporting

• How many incidents have been reported• Are you aware of the threat levels• Current reports• Information markers• Information gathering

Risk Assessments• National /

International• Sudden evolving

threats• Risk Assessment

– STOP– LOOK

LISTEN

Customer Interactions

In Groups• Identify current threats and the risks in

Lone Working• What is the impact on working practices• Is there a common risk• List your findings

Scenario Exercise 1

The Dynamic Risk Assessment

STOP

LOOK

LISTEN

STOP• Physical distance• Exit strategies• Psychological factors• Fighting arcs• Positional awareness• Critical factor

360

Look

Observations always start the process of risk assessing

LookPerson

Object Place Using this system makes risk

assessments a conscious process and that in turn reduces

risk to individuals. It involves breaking risks into three

categories

LISTEN• Use active listening

skills• Build rapport• Assess levels of

communication• Empathise• Customer services

LOOK ASSESSMENTS - PERSON

You work with people everyday• List the risks that a person presents

to you as an individual or groupReaction

Action

PERSONS - Assessment• Age• Size• Culture• Groups• Attire• Body Language• Gender• History

BODY LANGUAGE

Advanced Risk Assessments

Body Language OverviewSecurity assessments using body language

Head movementsHands & arms

EyesStance

FrustrationAnger

Emotional stateMental healthAggression

Hidden communication

FACT FICTIONVs

The body language we convey to the world is a combination of instinct, learned behaviour and

imitation of others

Cultural Diversity• Body Language• Hand signals in one culture

can mean something very different in another

• Spatial awareness• Values and ethos• Always respect the values of

another culture• Try using body language in a

way that embraces those values as much as possible

Other Factors• Size of the person• Age – risk factors• Attire• Groups• History

OBJECTS - Assessments

• List the risks from objects at any scene• List ways to reduce the risk

OBJECTS Assessment

• Specific Weapons– Possession of edged

weapon or object– Innocent objects

anything to hand– Arms strike distances

PLACE- Assessments• Features of the

physical environment• Isolated• Dark• Confined spaces• Exits• Stairways or steps• Noisy areas • Crowds• Physical structures

STOP- LOOK- LISTEN

• PERSON• OBJECT • PLACE

This Model will form the basis of all personal

safety assessments

Responses to threat• Aim – Develop the knowledge of physical and

emotional changes to a person experiencing threatening situations and develop practical skills and confidence to respond effectively

• Session Content –• Responses to threat• Identify triggers & inhibitors• Stimulus response and the human mechanism• Human responses to threatening situations

Rational & emotional mindsets• We have two mindsets• The Emotional mind (the

one that feels)• The Rational Mind ( the

one that thinks)

When we are upset, angry or feel threatened, our emotional mind quickly takes over and we lose

much of our ability to rationalise and think clearly

Group Work• List the situations or incidents involving other

people that really annoy you or cause you to ‘lose it’.

• List your reactions to these incidents ‘how do you deal with it’

Fight or FlightSTIMULUS

RESONSENegative Response

Positive Response

CHOICE

TRIGGERS

Emotional Mindsets

Inhibitors

Rational Mindsets

Embarrassed

Afraid

Loss of face

Insulted

Being ignored

Not being taken

seriously

Self control

Personal values

Social or legal consequences

Fear

Training

Visual levels of Fight or Flight

Frustration

ANGER

AGGRESSION

VIOLENCE

Action Planning• To be able to identify the theories and

models of risk assessment in your own organisation you must be able to:– List your strengths and weaknesses– Identify key areas of development for effective

management at areas of work

Positional Tactics – STOP model• Spatial awareness is

key to your safety• You should always be

aware of your surroundings

• And never loose your exits

Distance

Position

Exits

SCENARIO EXERCISE

Once the visual assessment has been completed you must adopt the correct

position

• There are two factors to take into account• Physical distance • Psychological distance• We will look at this in turn

PHYSICAL DISTANCE• In order to use your full reactive area we

must use our peripheral vision• You must be able to see the HEAD &

FEET in first contact

‘CRITICAL’

Never break this distance down until you have

carried out the assessment model P>O>P

Psychological Positioning• Always prevent the tendency to stand

inside the fighting arc• Used a relaxed pose with a side on

position• This offers exit strategies both ways

Proactive service delivery• List the situations and

circumstances which can cause the customer frustration because of his/her expectations are not being met

• List your responses that you and your organisation could put into place to help reduce these frustrations and risk areas

Behaviour breeds Behaviour• Observe the picture below• List your feelings about the person• What were your first impressions• Be as open and honest as you can

Learning how to behave with your negative feelings

MY ATTITUDE

MY BEHAVIOUR

YOUR ATTITUDE

YOUR BEHAVIOUR

Affects

Affects

Affects

Affects

Break the Cycle

Strategies for defusing aggressive behaviour

• Maintain self control• De-escalation body language• Match energy levels• Show empathy and listen actively

– “I can see.” – “I just want to check.”

Resolving the problemThe key to unlocking a problem is for one person

to seek to listen and understand the other’s point of view. Listening and positively seeking to understand provides the following thoughts:

• As we are not resisting or arguing, the conflict can diminish• Listening to the other person shows that you are interested and care• We can scan and assess options while they are talking

• We may discover that the facts are not what we first thought

Communication‘The way you communicate can play a vital

role in influencing someone’s behaviour’

Remember the way you interact with a client will have an impact on the rest of your

colleagues when they work with them

FIRST IMPRESSIONS LAST

Communications Exercise

SENDER RECEIVER

ENCODES DECODESMESSAGE

CHECK UNDERSTANDING

The elements of Communication

WORDS

TONENON - VERBAL

100%

Communication Exercise

List the Blocks to communication that can occur between

you and your customers

Common Communication Blocks• Alcohol / Drugs• People with Learning

Disabilities• Mental Health• Culture• Heat / Cold• Pain• Hunger

Good to remember• Speak clearly, don’t over complicate language – signal non

aggression• Use regular pauses so that the other person can have time to take

in what you are saying• If with a colleague, only one of you should talk to the person• Avoid conditions that could cause a block to communication

• Person – Object – Place applies at all times

Recovery Introductions• Your initial

introduction is extremely important

• It will set the mood for the rest of the interaction

• How would you introduce your self?

High Risk ConflictAim: To be able to apply the theories and

the models of managing high risk incidents within organisational practices

• Maintain self control• Confronting high risk situations• Police liaison work

Exit Strategies• A pre-planned exit

strategy should be used to exit a situation

• It needs to be something like

• “ I’m afraid I can’t make that decision – I’ll have to go and speak to a manger about it”

The Law relating to the use of force• The Law does not allow us to

retaliate- only to defend ourselves or others from physical attack

• (European Law may differ)• Common Law – Self Defence• Human Rights Act

“Any person may use such force as is

reasonable in the circumstances in the

defence of themselves or others and in certain

circumstances, property”.

DefencesWhen a person has a Genuine and Honest

held belief that they or Another are in Imminent Danger and the force they use is

Reasonable and Necessary and Proportionate to such force used against

them

Human Rights Act• Is the use of force used proportionate to

the wrong that it seeks to avoid or the harm it seeks to prevent?

• Is the use of force chosen the least intrusive or damaging practicable option?

Incident reportingLook at the use of force case study• Write a statement detailing the incident• Bear in mind you may have to attend court to

give evidence

Professional

Team Work

Reporting an incident• Background information• Facts about everyone

involved• Description of behaviour• Level of any force used• Description of feelings

emotions• Exactly what the person

said, what they did, stance and tone

Reporting incidents of workplace violence is a

duty under Health & Safety Legislation

24 Hours 1 – 3 days Week, months – possibly years

Post incident consideration

How people are affected by workplace violence

SHORT TERM

EFFECTS

MEDIUM TERM

EFFECTS

LONG TERM

EFFECTS

Shock, confusion, disbelief, fear, helplessness, anger, embarrassment, feeling of violation

Feeling of loss, guilt, shame, embarrassment, humiliation

Exhaustion and tiredness, lack of sleep

Anger, frustration and resentment

Lack of confidence, anxiety, fear of repetition

Persistent tiredness, exhaustion, depression, bouts of anxiety

Excessive drinking and smoking, antisocial behaviour, aggression

Nightmares, flashbacks, headaches, nausea, difficulty sleeping & eating

Providing support• List the things you can do as colleagues or

managers to support someone who has been involved in a traumatic incident:

REVIEWWhat Happened?

THE LEARNINGWhat to do next time ?

CONCLUSIONSWhy did it happen?

THE INCIDENT

THANK YOU