We have been providing Conflict Management in Edinburgh for a national provider of homelessness outreach and support services to help their staff to manage the sometimes difficult, distressed or dangerous behaviour they encounter when working with their service users. The video below describes some of the conflict management strategies that we worked on with the teams recently, from Vistelar.
Non-Escalation
Wouldn’t it be better if we could “not escalate” more situations? It would mean less time and energy spent on de- escalating situations. Focusing on the skills of non-escalation means that your staff team’s focus changes and they become more pro-active in finding ways to ensure that people they encounter are not triggered when they interact with the organisation, its processes, rules and people.
De-Escalation
Inevitably, your teams will meet people who don’t want to follow the rules, who feel frustrated through lack of choice and who become aggressive when they feel it is their only choice to get what they want. At these moments, your people need skills in bringing those people back into a supportive atmosphere, where collaboration and cooperation are more likely and the social contract is intact.
Crisis Management
At times, your staff who work in Edinburgh will meet people who are having such a hard time that they are involved in self-harming behaviours and who may not be aware of who else they might harm in the process. They feel low, anxious and depressed and they may hurt someone. Your team’s response in this moment is critical if we are to recover that person and make sure that they stay safe in your environment. With careful interaction, based on some simple principles of verbal intervention, we can help your staff to feel confident in those moments when they need Conflict Management in Edinburgh.
People with Cognitive Difficulties
When your staff encounter somoene who is temporarily experiencing cognitive difficulties (such as a brain trauma or intoxication) or someone who is experiencing a more long-term cognitive challenge (such as with dementia, autism or learning disability) then a sensitive, low- arousal approach will be required in order to keep that person safe and encourage their cooperation and collaboration. Using a few simple strategies, this programme will give your team confidence that they are approaching such moments with sensitivity and professionalism.
We also provide conflict management training courses for teams in healthcare or community-based work, all over Scotland, with customers in Dundee, Perth, Glasgow as well as in Edinburgh. In this blog post we have explained a little about our Conflict Management in Edinburgh training course.
Gerard,
Great video about using the VDI methods to manage conflict.
robert
Thank you Robert!