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

2. © Maybo Ltd 2006 1

3. 2 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

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

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

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

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

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

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

10. © Maybo Ltd 2006 9 Tertiary Secondary Primary PRO-ACTIVE REACTIVE A Strategy Operating at 3 levels

11. © Maybo Ltd 2006 10 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

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

13. © Maybo Ltd 2006 12 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!

14. © Maybo Ltd 2006 13 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

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

16. © Maybo Ltd 2006 15 Doom Scenario?

17. © Maybo Ltd 2006 16 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)

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

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

20. © Maybo Ltd 2006 19 Maybo’s ‘8 Steps’ to Positive Outcomes

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

22. © Maybo Ltd 2006 21 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.  Clear incident & post incident procedures, communications & escalation  Rehearsal & monitoring

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

24. © Maybo Ltd 2006 23

25. © Maybo Ltd 2006 24 Part 2 Delivering Effective Training

26. © Maybo Ltd 2006 25 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

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

28. © Maybo Ltd 2006 27 Baseline Safer Place 1. Needs Review & Design 2. Delivery 3. Transfer 4. Maintenance Output 1: Fit for Purpose Training Output 2: High Quality Delivery Output 3: Workplace Integration Output 4: Sustained Change & Results Kirkpatrick L1 & L2 L3 & L4 Output Focussed & Evaluated

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

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

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

32. © Maybo Ltd 2006 31 Lone worker Training Induction (eLearning, 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

33. © Maybo Ltd 2006 32 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

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

35. © Maybo Ltd 2006 34 Blended Learning

36. © Maybo Ltd 2006 35 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

37. © Maybo Ltd 2006 36 Blended Learning  Examples & demonstrations  Audience examples  Questions

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

39. © Maybo Ltd 2006 38 Appendices

40. © Maybo Ltd 2006 39

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

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

43. © Maybo Ltd 2006 42 Maybo’s ‘8 Steps’ to Positive Outcomes

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

45. © Maybo Ltd 2006 44 Baseline Safer Place 1. Needs Review & Design 2. Delivery 3. Transfer 4. Maintenance Output 1: Fit for Purpose Training Output 2: High Quality Delivery Output 3: Workplace Integration Output 4: Sustained Change & Results Kirkpatrick L1 & L2 L3 & L4 Output Focussed & Evaluated