UNIT 3 EXAM Flashcards
Workplace violence definition:
Any incident where a person is abused, threatened or assaulted in the circumstances relating to their work.
2 Basic types of Risk Assessment:
• Dynamic (changing)
• Static (still/unchanging)
Threat Assessment (P.O.P.):
people - Known aggressor, intoxicated, size, skills, alone or a group
Object - Weapons, furniture, bottles
Place - Staircase, slippery floor, crowded, secluded
S.A.F.E.R:
STEP BACK
ASSESS THREAT
FIND HELP
EVALUATE OPTIONS
RESPOND
2 Types of human response:
Rational - thinking, calm, allows for objectivity to make sense of the situation.
Emotional - instinctive, usually a quick survival type response, triggers fight or flight.
Behavioural cycle:
My attitude affects
My behaviour affects
Your attitude affects
Your behaviour.
Basic elements of communication:
Sender - Encodes message -
Receiver decodes the message.
Both sender and receiver should check to understand.
Communication barriers:
Physical:
Psychological:
Physical:
• Noise
• Heat, pain, anger
• Drink and drugs
• Language
Psychological:
• Emotion
• Culture
• Power/Authority
• Attitude and beliefs
• Inflated ego
Avoiding Conflict:
Always remain calm and keep all communication……
Accurate, Brief and Clear
Face to Face Communication:
• Words - ?%
• Tone - ?%
• Body language - ?%
• Words - 7%
• Tone - 38%
• Body language - 55%
S.P.A.C.E.
Stance
Positive attitude
Active listening
Comfortable distance
Exit route
Zones:
Intimate space: ? - ? metres
Normal space: ? - ? metres
Stranger space: ? - ?metres
Zones:
Intimate space: 0 - 0.5 metres
Normal space: 0.5 - 1.2 metres
Stranger space: 1.2 - 3.0 metres
Escalation to violence:
Frustration
Anger
Aggression
Violence
Empathy:
Empathy - put yourself in their position, try to see things from the customer’s point of view.
Team Strategies:
Contact and Cover:
Contact:
• Engages the customer
• Tries to resolve
Cover:
• Stands to one side
• Does not engage the customer
• In view but not close enough to get drawn in
• Watches the contacts back and calls for backup if required
• Can switch with contact if needed to de-escalate
Team Strategies:
Switching:
Switching:
• This is done when the contact and cover switch places.
Team Strategies:
Drawing Round:
Drawing Round:
• Two Door Supervisors draw around two customers who conflict with one another.
• Turn the customers away from one another, so they are back to back and draw them away.
• Break the customer’s eye contact with one another
Team Strategies:
P.A.C.E.
p - Primary (this is our best and intended method to accomplish a task)
A - Alternate (this is common but less optimal method should primary fail)
c - Contingency (may not be as fast or easy but can accomplish the task)
E - Emergency (method of last resort should all of the above options fail)
Passing the baton:
• If switching has not resolved the problem
• Pass on to someone in a better position to help
• A customer feels that problem is taken seriously
• You exit
Defusing conflict:
Defusing Conflict:
• Don’t get angry
• Manage the abuse
• Maintain a positive attitude
• Be assertive
