Course Overview

This challenging behaviour e-learning module will enable the learner to improve their techniques for dealing with conflict by exploring different approaches to calming an agitated individual whilst learning from the experience.

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Course Aims
The training is intended to ensure that: There is consistency in the interests of all concerned. Learners understand that the organisation has a duty to ensure that it is meeting its obligations in a non-confrontational, safe environment where calmness and reason prevail. That all learners can gain a clear understanding of how to identify and diffuse difficult and threatening situations involving aggression, intimidation and many other types of challenging behaviour. The course also aims to highlight the important part that communication plays in de-escalating a situation.

Learning Outcomes
By the end of this course, you will:

Explore your understanding of what constitutes challenging behaviour
Identify what might trigger challenging behaviour
Develop an understanding of the theory of de-escalation – why do we need this skill?
Recognise the causes and signs of escalation
Identify the right time to intervene
Explore the benefits of various conflict management strategies within the Kilmann grid
Develop additional communication and empathy skills
Recognise how non-verbal communication methods can affect the outcome
Understand what impact your choices in intervention methods can have on the outcome
Demonstrate effective de-escalation techniques
Identify the benefits of learning from conflict.
Expected learning time
1 hour 30 minutes

About this course
Produced by My Learning Cloud.