Lone Worker Conflict Management Seminar IOSH PSS 121113

Lone Worker & Conflict Management Seminar IOSH PSS 12/11/13 Manchester & NW © Maybo Ltd 2006 0

© Maybo Ltd 2006 1

Agenda Part 1: § Effective conflict and violence reduction strategies…. and the overrated! § Lone worker safety Part 2: § Is your training ‘Fit for Purpose' § Getting better outcomes and value through innovative blended learning approaches © Maybo Ltd 2006 2

Strategies: Work related violence A brief history… Life according to Brian © Maybo Ltd 2006 3

Work related violence: Brief History 2000 – 2005 Foundations laid: National Occupational Standards l ‘Zero Tolerance’ Regulatory CM/CRT for NHS & Security l PPE l Suite of Qualifications, C&G etc. l l © Maybo Ltd 2006 4

Work related violence: Brief History 2005 – 2013 Strategic Approach: Public Health Model Organisational ‘multi element strategy’ l Violence Reduction Degree! l Technology ‘solutions’ l Case Law l l © Maybo Ltd 2006 5

Diverse Needs Different services present within this room…. . each with different challenges and needs!? © Maybo Ltd 2006 6

Multi Strategy Approach Complex problems require sophisticated solutions © Maybo Ltd 2006 7

WHO Public Health Model Violence can be complex and unpredictable requiring an organisational response Proactive & Reactive Strategies © Maybo Ltd 2006 8

Tertiary RE AC TI VE A Strategy Operating at 3 levels PR O- AC TI V E Secondary Primary © Maybo Ltd 2006 9

Control Measures Primary Controls e. g. Sufficient & capable staff, leadership & supervision, suitable environment, high service standards & client engagement Secondary Controls e. g. Developing staff skills in anticipating and defusing conflict situations Tertiary Controls e. g. Clear policies & procedures for emergency scenarios and use of intervention, review incidents & practices, train & rehearse, promote a learning culture & positive values © Maybo Ltd 2006 10

Overrated responses: Room 101’ ? © Maybo Ltd 2006 11

Overrated responses: Room 101’ ? § Zero tolerance campaigns: § Helped raise awareness i. e. ‘not part of job’ § Risk of rhetoric ‘posters in place of strategy’ § Adversarial – them & us § Generic ‘sheep dip’ training § PPE & equipment people never use e. g. Screech alarms! © Maybo Ltd 2006 12

Positive Outcomes § Need to focus less on inputs – more on outcomes: § Positive outcomes for staff and service users e. g. fewer assaults + restraints § Safer environments for all § Improved staff confidence and performance § Better experience for service users § Reduced organisational risk © Maybo Ltd 2006 13

Positive Outcomes Require an organisational commitment where training forms one part of a Multi-element strategy © Maybo Ltd 2006 14

Doom Scenario? © Maybo Ltd 2006 15

Training as part of a Multi-Element Strategy Training is just one important element of an effective strategy to reduce incidents/assaults/restraints These elements are interdependent and will deliver measurable and lasting improvements Maybo has identified 8 core elements of an effective strategy Model based on our 16 years experience working with employers and is broadly consistent with the research of Colton (2010) and Huckshorn (2003) © Maybo Ltd 2006 16

Training: One key element of strategy Desired Future Training Transition Strategy Current Reality © Maybo Ltd 2006 17

Maybo 8 Element Strategy Learning Culture Training Data Analysis Working Practices Staffing & Supervision Leadership Safer Place Service & Engagement Environment Baseline Maybo ‘ 8 Core Elements of Effective Strategy’ © Maybo Ltd 2006 18

FEATURES 8 Elements Commitment: ASteps’ priority led from ‘top‘ Clear responsibilities at each level Maybo’s ‘ 8 to Positive Outcomes Clear values, policy, goals & strategy Monitoring, systematic checks/audit 1 Leadership 2 Staffing & Supervision Recruiting the right staff (& trainers) Sufficiently qualified and competent Adequate staffing levels Workplace supervision & performance 3 Training Core role competencies met first Relevant & prevention focused Transfer supported by trainers/champions Maintenance & Evaluation 4 Environment Design & layout = fit for purpose Positive experience for service users Reduced triggers Adequate Security Measures 5 Service & Engagement Clear contract/role expectations as to staff response to predicted scenarios High standards of service delivery Address root causes & Incident reduction plans Behavioural risk assessment: Risks inherent in role, tasks and activities 6 Working Practices Awareness of risks and controls Embedding training & safe practices Following guidance & procedures Generating ideas & improvements 7 Data Analysis Quality data & analysis (hard & soft) Target undesired activity / staff behaviour ‘Positively competitive’ measures Informs practice & strategy 8 Learning Culture Recognises and values progress Drives workplace learning & support Debrief incidents & learn ‘no blame’ Learn with our clients – skill building © Maybo Ltd 2006 19

Lone working § What risks do your colleagues face when? § § Visiting homes Meeting service users Travelling Remote working © Maybo Ltd 2006 20

Lone working: Controls § Proactive e. g. § § Policy, guidance & training in place Risk assessed activities & controls Lone worker communications & supervision Effective planning, preparation & checks § Reactive e. g. © Maybo Ltd 2006 § Clear incident & post incident procedures, communications & escalation § Rehearsal & monitoring 21

Lone Worker Training Content & Methods in Part 2 © Maybo Ltd 2006 22

© Maybo Ltd 2006 23

Part 2 Delivering Effective Training © Maybo Ltd 2006 24

Effective Training = For training to deliver operational outcomes it must address proactive and reactive strategies and be: Fit for Purpose: Directly relevant to risks & needs i. e. policy, context, behaviours & activities Delivered as intended: Highest quality accessible resources, professionally delivered Transferred to the workplace: Integrated & supports positive behaviour change Maintained: Followed up, evaluated & embedded into practice for tangible outcomes © Maybo Ltd 2006 25

Maybo 4 Stage Effective Training Model Safer Place Training 4. Maintenance 3. Transfer 2. Delivery 1. Needs Review & Design Baseline © Maybo Ltd 2006 26

Output Focussed & Evaluated Safer Place L 3 & L 4 4. Maintenance Kirkpatrick 3. Transfer L 1 & L 2 Output 4: Sustained Change & Results 2. Delivery 1. Needs Review & Design Baseline Output 3: Workplace Integration Output 2: High Quality Delivery Output 1: Fit for Purpose Training © Maybo Ltd 2006 27

Assessing Training Needs Regulatory & Sector Guidance Risk Assessment, Incidents & Trends Likely Conflict / Risk Scenarios Identifying the gap/need Service User Considerations Specific Tasks/Activities Performed Policy & Role Expectations © Maybo Ltd 2006 28

Levels of Training § Conflict & Personal Safety Awareness § Conflict Management Skills § Challenging Behaviour § Physical Intervention © Maybo Ltd 2006 29

Physical Skills Training in physical skills is required for certain roles and settings and can cover: Ø Disengagement (defensive skills) Ø Physical intervention (non restrictive & restrictive): § Guiding and escorting § Holding skills (standing) § Advanced holding skills Skills should be non aggressive and low arousal © Maybo Ltd 2006 30

Lone worker Training Induction (e. Learning, Coaching, Briefings): § Familiar with policy, guidance & equipment § Aware of specific risks in their role & activities § Personal safety/crime awareness - travel etc. Training (Practical scenario based & case study): § Planning, preparation & prevention § Dynamic risk assessment, Handling conflict situations, Positioning & Exit strategies § Rehearsal © Maybo Ltd 2006 31

Incident & Post Incident Considerations Training for key managers: ‘test of leadership’ § Risk Reduction § Incident Management § Post Incident Support: § ‘Immediate Needs Check’ § Follow up / return to confidence & work § Learning Reviews © Maybo Ltd 2006 32

Post Incident Support Victim Support Services Line Manager Specialist Help Professional Counselling & Support Facilitates: Immediate Peer support Return to work help On-going workplace support Support to family etc. Psychological & Psychiatric © Maybo Ltd 2006 33

Blended Learning © Maybo Ltd 2006 34

Blended Learning Flexible, cost effective use of: § Self study e. g. Online / ELearning § Tool box training ‘Flip overs’ § Training workshops § Coaching and mentoring § Structured practice © Maybo Ltd 2006 35

Blended Learning § Examples & demonstrations § Audience examples § Questions © Maybo Ltd 2006 36

Thank you mike@maybo. com www. maybo. com © Maybo Ltd 2006 37

Appendices © Maybo Ltd 2006 38

© Maybo Ltd 2006 39

Maybo 4 Stage Effective Training Model Step 1: Needs Review & Design Step 2: Delivery Step 3: Transfer Step 4: Maintenance © Maybo Ltd 2006 40

Maybo areas of influence and concern Circle of Influence: Product Integrity Trainer Competence Maybo Staff/Trainers Resources Advice & Guidance Influence Concern Circle of Concern: Adoption in workplace Selection & supervision of client in-house trainers Internal buy-in & support Sharing of information © Maybo Ltd 2006 41

FEATURES - Safer. Care 8 Elements Commitment: A priority led fromto ‘top‘ Positive Valuing of service users & staff Maybo’s ‘ 8 Steps’ Outcomes Sets direction/goals, strategy & responsibilities Monitoring, systematic checks/audit, QA 1 Leadership 2 Staffing & Supervision Recruiting the right staff (& trainers) Ensuring adequate staffing levels Respectful & supportive to staff Supervision – no compromise on standards 3 Training Core role competencies met first Relevant & prevention focused Transfer supported by local champions Workplace maintenance & evaluation 4 Environment Design & layout = fit for purpose Positive experience for service users & staff Reduced hazards & triggers Adequate Security Measures 5 Service & Engagement Person centred with positive lifestyle outcomes Embraces functional assessment & PBS Good programme structure & skills building Individual behaviour risk assessment Vulnerability & restraint reduction plans Involves service users, families & staff 6 Working Practices Awareness of risks and controls Embedding training & safe practices Clear crisis management strategies Staff consultation & input 7 Data Analysis Quality data & analysis (hard & soft) Target risk behaviours (of both clients & staff) ‘Positively competitive’ measures Informs practise & strategy 8 Learning Culture Recognises & values progress Promotes reflection & workplace learning Debrief & learn from incidents ‘no blame’ Learn with our clients – skills building © Maybo Ltd 2006 42

Interdependent – 8 Elements Safer Place Culture Maintenance Training Staffing Leadership Transfer Data Analysis Delivery Needs Review & Design Service & Engagement Working Practices Environment Baseline © Maybo Ltd 2006 43

Output Focussed & Evaluated Safer Place L 3 & L 4 4. Maintenance Kirkpatrick 3. Transfer L 1 & L 2 Output 4: Sustained Change & Results 2. Delivery 1. Needs Review & Design Baseline Output 3: Workplace Integration Output 2: High Quality Delivery Output 1: Fit for Purpose Training © Maybo Ltd 2006 44