Zero Tolerance - wokshop
This face to face workshop has been developed to support front line staff and other health care professionals in General Practice to develop their skills and confidence to better manage disputes, help manage challenging conflict situations and understand zero tolerance.
We will consider how and why conflict may arise between staff members and the patients around access to services, treatments and other aspects of practices life and will consider and reflect on ways to manage this.
Introduction
This web workshop has been developed to support front line staff and other health care professionals in General Practice to develop their skills and confidence to better manage disputes, help manage challenging conflict situations and understand zero tolerance. We will consider how and why conflict may arise between staff members and the patients around access to services, treatments and other aspects of practices life and will consider and reflect on ways to manage this.
Delegates will be encouraged to share challenges and conflicts they have already encountered – our facilitator will also share their experiences from GP practice.
By the end of the workshop delegates will be able to:
- v Enhance awareness of their response to different conflict situations and personality types and the effect this can have when dealing with challenging situations
- v Manage and understand the expectations, feelings, fears and needs of the patients
- v Exhibit more confidence, motivation and control when dealing with challenging situations and complaints
- v The communication process, barriers and impact when it breaks down
- v Understand the difference between assertive, aggressive and passive behaviour
- v Defining ‘aggressive behaviour’ and assessing when it becomes violent
- v Patient aggressive behaviour in healthcare and the common causes of this in general practice
- v Defining and understanding ‘ZERO Tolerance’
Guidance notes will be provided to support this workshop and certificates of attendance are awarded after the workshop.
Programme
Introduction, Objectives, Why are we here?
Context, cause and communication
- v Defining ‘aggressive behaviour’ and assessing when it becomes violent
- v Patient aggressive behaviour in healthcare
- v Common causes of aggressive behaviour in General Practice
- v The attitude and behaviour cycle
- v The communication process, barriers and impact when it breaks down
- v Defining and understanding ‘ZERO Tolerance’
Models of Communication
- v Escalate or De-escalate
- v Managing Difficult Conversations
- v Escalating Conflict – recognising the signs
- v Take Action
- v Things to Remember…
Preparation and observation skills:
- v Inherent reactions to conflict: flight / fright / fight
- v Risk assessment
- v Using ‘Cooper Colour Coding’ to aid observation
- v Triggers / warnings, danger signs and impact factors
- v Patient behaviour: from compliance to aggravated resistance
De-escalation and conflict resolution
- v Legal aspects: common law, criminal law, CJIA and reasonable force
- v Using empathic communication skills to neutralise the situation
- v De-escalation using NLP, LEAPS, PEACE and appeal models
- v Use of space, distance, body language and personal stance
- v The ‘Dos’ and ‘Don’ts’ of personal safety
- v The ZERO Tolerance policy in action
Practical exercises
There will be interactive exercises throughout the session that will require the attendees to think about a situation that they have previously encountered and to think about how they deal with it and what they would do differently.
Reflection, discussion and Final Q&A
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