Conflict Management and Personal Safety Programme (ReCert)
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This eLearning course is designed for frontline staff who may encounter conflict and behaviours of concern in their work. It has six modules and an estimated completion time of 2 hours and 15 minutes, but this will vary for each learner.
The two parts to this course map directly to Maybo’s certified classroom modules and therefore can be undertaken as part of a blended learning programme. Part One | Preventing Conflict and Reducing Risk (1h 20m) These modules are for people who regularly interact with customers or members of the public in their role. Each module can be completed individually. Module 1 | Risks, Rights and Responsibilities | 30 minutes o Defining workplace violence o Planning to reduce risks and vulnerabilities o Rights and responsibilities Module 2 | Understanding Human Behaviour | 30 minutes o Common causes of risk behaviours o Instinctive reactions to emotional or threatening situations o Potential triggers in self and others o Levels of escalation Module 3 | Positive Interactions and Choices | 20 minutes o Meeting people’s needs and expectations o Influencing positive outcomes o Overcoming barriers to communication Part Two | Safer De-escalation (55m) These modules explore de-escalation strategies to resolve a difficult situation and achieve a positive and safer outcome while maintaining personal safety. Module 4 | Dynamic Risk Assessment and Decision Making | 20 minutes o Maybo SAFER model o Risk identification o Informed decision-making Module 5 | Skills Preventing Escalation | 20 minutes o Positive, non-aggressive approaches o Safer positioning and teamworking skills o Strategies to defuse, calm and resolve Module 6 | Personal Safety and Post-incident | 15 minutes o Responding to behaviours of concern o Heightened risk indicators o Exit strategies in higher-risk situations o Post-event impact and responsibilities
Certificate of Completion
By completing/passing this course, you will attain the certificate Maybo / Quell eLearning Certificate.
To start the course, click the name of the first module below. Once you have completed each module you should mark it as complete and click next lesson. When you finish the last module you should click ‘Back to Course’ at the bottom of the screen.
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