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Managing Our Safety on the Frontline

July 20 @ 9:00 am - 1:00 pm

How have you responded to aggressive behaviours by customers/clients? What would/could you have done differently? How should/ could you have responded?

Target Audience: Frontline staff, including admin/clerical/reception staff as well clinical and non-clinical.
Time Start: 09:00     -end: 13:00 (including comfort and lunch breaks as necessary).

Allow 10 minutes before the start of the session for registration and AV equipment check

Delivery mode: MS Teams – CLICK HERE TO REGISTER
Cost £95 per delegate (inclusive of VAT) for attendees from Londonwide practices.

£120 per delegate (inclusive of VAT) for attendees from practices from other areas.

Course Overview In these challenging times we are all facing increases in aggressive behaviour towards us and our colleagues. This half day workshop helps you to understand the context of that aggression and considers the appropriate responses as well as the support mechanisms available to achieve positive outcomes. We will examine your experiences and some of the responses and provide tools/techniques that can be applied for de-escalation.
Course Aims The aims of the workshop are to understand the sources of aggression/ violence towards frontline staff and develop strategies for de-escalation by understanding patient/client expectations and behaviour.
Learning Outcomes By the end of the workshop, you will:

  • understand the sources and context of aggression/conflict
  • develop responses to online/telephone or face to face aggressive behaviour
  • be empowered to develop a problem-solving mindset to de-escalate and ensure positive outcomes
  • record and report incidents
  • be aware of your work policies and processes for Staff Safety and Security/ Wellbeing
Format Interactive with real life case studies
Presenter(s) Amerjit Walia Fellow APM Chartered Fellow CIPD