Incident and Confrontation Management Training

In today's litigious and high-expectation landscape, effectively managing challenging behaviours at work has never been more crucial. A robust training program tailored to enhance staff development in the administrative, operational, behavioural, and legal facets of Incident and Confrontation Management is essential. This article provides a detailed overview for professionals keen to refine their skills and boost their effectiveness in handling tough situations.

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Our training is meticulously designed to build on existing knowledge and foster practical skills for effective Incident and Confrontation Management. By establishing clear objectives, the course ensures participants gain the skills, attitudes, and teamwork necessary to perform their roles effectively. Through interactive scenarios and role plays, attendees will learn to dissect incidents into their core components—causes, behaviours, triggers, alignments, and outcomes.

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Course Structure and Objectives

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Participants will engage in progressively complex scenarios, applying the tools and strategies covered in the training. Key focus areas include:

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Procedural Application: Techniques such as introducing oneself, identifying the person involved, isolating the issue, and using language, focus, and body language to influence the situation.

Communication Skills: Emphasis on leading conversations with open, closing, and probing questions rather than simply delivering information.

Control and Engagement: Developing the capability to command one’s space and manage the engagement process effectively using the provided tools.

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Post-Training Assessment

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To ensure skills are effectively applied and retained, participants will complete a questionnaire six weeks post-training. Key objectives of this assessment include:

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1. Personality Needs Matrix: Identify two individuals per category (Significance, Certainty, Variety, Connection) and describe behaviours that support your assessment.

2. Engagement Changes: Document five changes made in your approach to better engage with internal and external customers.

3. State Management: Explain strategies used to manage a person’s state (focus, language, physiology) with examples.

4. Conversation Control: Determine who controlled the conversation and provide an explanation.

5. Procedural Adherence: Confirm adherence to standard procedures (identify self, identify person, isolate issue).

6. Non-Verbal Cues: Describe non-verbal cues observed prior to engagement and how the cause of the inquiry was determined.

7. Environment Management: Explain how you managed your environment to enhance customer engagement.

8. Communication Skills: List ten improvements in your communication skills and their benefits (e.g., confidence, assertiveness, clarity).

9. Recommendations: Suggest enhancements for managing the environment to improve customer connection.

10. Celebrating Success: Describe how you celebrated your personal growth following the implementation of these changes.

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Program History and Applications

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Originally developed for Clubs NSW, this training programme aims to educate frontline staff and management on handling confrontations to minimise incidents related to alcohol, drugs, and disruptive behaviour. The focus is on diffusing incidents, reducing risks, and gathering necessary information for reporting. Since its inception, the program has been adopted by a range of sectors including hospitality, retail, security, financial institutions, and government departments across NSW, WA, Queensland, Canberra, and Victoria, leading to enhanced communication processes with both internal and external customers.

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Conclusion

In a world of litigation and high expectations, this course provides a comprehensive approach to managing difficult and challenging behaviours. It equips participants with practical skills and strategies to handle incidents effectively. By concentrating on procedural applications, communication skills, and environmental management, attendees will be better prepared to manage confrontations and boost their operational effectiveness.