Let us be your guide: Empowering individuals together

This blog delves into how IKON Training prioritises individuals, offering valuable insights and advice on establishing sustainable safety cultures within organisations. Jason Keeley, our Managing Director, shares his expertise and sheds light on the importance of supporting healthcare workers in challenging situations.?

The rise in incidents of violence and aggression against?nurses and healthcare workers in the NHS?has presented significant challenges for the NHS?with cases of abuse and violence impacting staff members and affecting their well-being, it is crucial to address the need to empower and equip individuals with the necessary conflict resolution skills and emotional support.?

The frustration and anger of people are palpable when they receive a call informing them about the postponement of their planned hospital visits. A recent article by?ITV News highlights incidents of abuse in hospitals. Prompting Oxford Health NHS Foundation Trust to take a stand against the verbal abuse suffered by their staff during patient appointment rescheduling.?

We are committed to providing healthcare organisations and their staff with valuable guidance and unwavering support. The current landscape highlights an undeniable need for effective conflict resolution, conflict management, and?de-escalation tools?in face-to-face interactions and telephone conversations.??

We deeply empathise with the challenging situations?nurses, and healthcare workers?often encounter, and our mission is to?empower people to feel safer and more confident and provide them with the skills, proven techniques and emotional support to manage conflict.??

“The vast majority of patients and the public show nothing but respect and thanks for the skilled care they receive, but the unacceptable actions of a small minority have a massive impact on the professional and personal lives of our colleagues.” Amanda Pritchard, NHS Chief Executive (February 2022).

The 2021 NHS Staff survey, of which there were nearly 600,000 responses from 220 NHS trusts, found that

• 14.3% of NHS staff have experienced at least one incident of physical violence from patients, service users, relatives or other members of the public in the last 12 months. In the ambulance sector, our paramedics have experienced a much higher volume of abuse (31.4%).?
• The impact on staff is significant, with violent attacks contributing to 46.8% of staff feeling unwell as a result of work-related stress in the last 12 months, with 31.1% said thinking about leaving the organisation.?

We understand the importance of the support that provides practical skills and techniques and underpins the staff’s emotional well-being.?Our?NHS security teams managing violence and aggression course?provides learners?with the tools to assess and manage risk effectively, communicate confidently, and de-escalate potentially violent situations. In addition, we also offer?breakaway training?to help staff protect themselves in physical altercations.?Our con?ict resolution course helps?frontline NHS staff?to recognise and resolve challenging situations. They will be shown?the attitudes, behaviours and skills to resolve con?ict in a safe and con?dent way.?

Introducing LEAPS: A powerful communication model?

In our training, we introduce a highly effective communication model called LEAPS. It is a valuable tool for fostering understanding, resolving conflicts, and reaching favourable conversation outcomes.?

Listening is the foundation of effective communication. When we truly listen — without judgment or interruption —?we enable the other person to express themselves fully and safely. Active listening may seem simple, but how often we fall short in practice is surprising.?

Our emotions, values, time pressures, and workload can affect our ability to listen and be present in challenging situations. It’s important to recognise our human limitations. So, how can we demonstrate active listening? Genuine indicators include:?

• Positive eye contact?
• Undivided attention?
• Refraining from interrupting??
• Providing verbal agreements (such as “mmhmm,” “yes,” or “okay”)?
• Nodding?

When we genuinely hear and understand the other person, they feel validated, listened to, and acknowledged. This understanding cultivates empathy and genuine interest, empowering us to progress through different stages of communication. We can explore options, offer alternatives, seek compromises, and ultimately find resolutions.?

By following each step of the LEAPS model, we diminish the likelihood of continued heightened behaviour from the other party. Such behaviour often stems from a desire for attention, which is no longer necessary when genuinely engaging. This concept aligns with the principle of ‘behaviour breeds behaviour’ proposed by Betari’s box. Consequently, when the time comes for us to respond, we are more likely to be heard and acknowledged, fostering constructive dialogue.?

Combining LEAPS with an awareness of our environment, the presence of others, and potential distractions further enhances the effectiveness of our conversations. Creating a suitable time and safe space for constructive interaction significantly increases our influence on the outcome.?

When reflecting on LEAPS as a conflict resolution tool, I encourage learners to share examples of situations where they have applied LEAPS effectively or revisit past incidents where LEAPS could have led to more favourable outcomes. These discussions often offer?valuable insights and reinforce LEAPS as a straightforward yet highly influential model.

Read more about LEAPS in this IKON Training blog??

Managing challenging behaviour tools?

When it comes to managing challenging behaviour, providing?frontline NHS staff?with the necessary tools and techniques is crucial in reducing the likelihood of risk, particularly for those working with vulnerable groups such as elderly patients, pediatric teams, theatre teams, portering staff, security teams, site managers, and ward managers.?At IKON Training, comprehensive training plays a vital role in ensuring the safety of both staff and service users by equipping them with techniques for safely holding or moving individuals to a position of safety. Our expert trainers deliver a balanced curriculum that covers both theoretical knowledge and practical skills, including:?

Theoretical tools:?

Assessing risks?

• Behaviour changes
• Clinical cause?

De-escalation and prevention skills?

• Communication models?
• De-escalation strategies?

Legal rights and responsibilities?

• Policies and procedures?
• Legislation?

Incident reporting and support?

• Documentation and systems?
• Post-incident procedures?
• Options for support?

Practical skills:?

Distance, stance and positioning?

• Posture?
• Tactical awareness?

Relocation and distraction?

• Safe moving?
• Hip checking?

Clinical safe holding?

• Safe holding in pairs?
• Standing, supine and seated interventions?
• Scenarios?

Medical implications of techniques?

• Positional asphyxia?
• Safe practice?

By providing frontline NHS staff with comprehensive training encompassing theoretical knowledge and practical skills, IKON is helping to create a more positive and productive environment, and ultimately, a better community for everyone.??

Enhancing safety with the revolutionary Safety Pod?

We’re all about finding innovative ways to enhance safety in the healthcare industry. We’re excited to work with UK Pods and introduce their unique Safety Pod.?It’s a game-changer for organisations that need graded environmental support and safety. This fantastic piece of equipment will make a huge difference in ensuring the safety of both staff and patients. We’re thrilled to offer a range of courses that utilise the Safety Pod, so keep an eye out for updates on our upcoming Safety Pod courses.

Our IKON Trainers recently had the opportunity to learn from Palkesh Darbar of?UK Pods?and they’re buzzing with excitement about the possibilities. Stay tuned for more exciting news!?

Act now to prioritise safety and empower your healthcare staff.?Explore our range of NHS Healthcare professional courses by clicking on the relevant course links below.?

Alternatively, if you’d like to speak to me directly about your needs, call me on 01473 927333; I’d be happy to help. Or email the office directly on?[email protected].

For more information on what sets our training apart and why it’s effective, convenient, and popular, browse our?website.

Trust IKON Training to equip your staff with comprehensive knowledge to ensure their safety while delivering exceptional care. Our training programs focus on prioritising individuals and establishing sustainable safety cultures. Empowering people together.?

• NHS Breakaway training?
• NHS Conflict Resolution Training?
• NHS Conflict Resolution & Personal Safety Training?
• NHS Lone Worker Training?
• NHS Managing Challenging Behaviour Training?
• NHS Security Teams Managing Violence & Aggression Training?
• NHS Resolving Telephone Conflict Training?

If you enjoyed this blog, dive deeper into valuable insights by visiting:?https://ikontraining.co.uk/ikon-insights/?

Make an enquiry

Written by?Jason Keeley, Managing Director and Founder of?IKON Training??

My journey began as a Physical Training Instructor in the RAF, where my love for travelling and the outdoors was fulfilled. Seeking new challenges, I transitioned to a career in the Police force.??

Upon returning to Suffolk, my home, I tapped into my leadership and training skills as a Personal Safety Trainer. During this time, I met my wife,?Louise Ballard, and we envisioned creating a training company.??

I take immense pride in our company, as it allows me to support our trainers, clients, and large organisations in empowering their people with the skills we teach.?

I believe in fostering confidence and safety in the workplace. Alongside my professional endeavours, I cherish my busy family life with Louise, our four exceptional children, and our two cockapoos.??

Connect with me on LinkedIn?to learn more about my experiences and stay connected.??