CCSAPLE35 - Deal with actual and potential conflict situations
Overview
This Standard is about dealing with situations where there is actual or potential conflict between people. It can apply to conflict with either the public or colleagues. It includes using effective communication and body language to defuse situations, whilst maintaining the safety of yourself and others. It includes giving advice and warnings and calling for assistance when required. It does not include attempting to physically control or restrain people.
This Standard is for anyone resolving actual or potential conflict situations.
Outcomes
Performance Criteria
You must be able to:
1. communicate with people in a calm way to minimise and reduce conflict
2. show other people at all times that you are listening to what they are saying to you
3. use an appropriate form of questioning to get further information about the situation
4. summarise and feedback to people what they have said and confirm your understanding of the situation at appropriate times
5. use reliable information to assess the potential risks of situations to yourself and others involved
6. take appropriate action to maintain the safety of yourself and others in line with organisational guidelines
7. follow agreed procedures for the type of situation and people involved
8. report conflict situations and action taken to relevant people
Knowledge & Understanding
You need to know and understand:
1. types of conflict situations that are likely to arise and the correct responses for each type of situation
2. legal considerations covering self-defence and the use of force
3. the importance of effective verbal and non-verbal communication with people in conflict situations and how poor communication can make situations worse
4. why it is important to show you are listening actively to what is being said and how to do so
5. how to use appropriate forms of questioning to get information about a situation
6. why it is important to summarise and feedback to others what you have heard them say
7. how to carry out risk assessments in conflict situations and the factors you should bear in mind
8. when it is appropriate to take specific actions including doing nothing, maintaining observation, giving advice or a warning, calling for assistance from others in the organisation, having people removed from the area/premises and calling for police assistance
9. organisational procedures for reporting and recording situations or incidents
CCSAPLE35 - Deal with actual and potential conflict situations
Overview
This Standard is about dealing with situations where there is actual or potential conflict between people. It can apply to conflict with either the public or colleagues. It includes using effective communication and body language to defuse situations, whilst maintaining the safety of yourself and others. It includes giving advice and warnings and calling for assistance when required. It does not include attempting to physically control or restrain people.
This Standard is for anyone resolving actual or potential conflict situations.
Outcomes
Performance Criteria
You must be able to:
1. communicate with people in a calm way to minimise and reduce conflict
2. show other people at all times that you are listening to what they are saying to you
3. use an appropriate form of questioning to get further information about the situation
4. summarise and feedback to people what they have said and confirm your understanding of the situation at appropriate times
5. use reliable information to assess the potential risks of situations to yourself and others involved
6. take appropriate action to maintain the safety of yourself and others in line with organisational guidelines
7. follow agreed procedures for the type of situation and people involved
8. report conflict situations and action taken to relevant people
Knowledge & Understanding
You need to know and understand:
1. types of conflict situations that are likely to arise and the correct responses for each type of situation
2. legal considerations covering self-defence and the use of force
3. the importance of effective verbal and non-verbal communication with people in conflict situations and how poor communication can make situations worse
4. why it is important to show you are listening actively to what is being said and how to do so
5. how to use appropriate forms of questioning to get information about a situation
6. why it is important to summarise and feedback to others what you have heard them say
7. how to carry out risk assessments in conflict situations and the factors you should bear in mind
8. when it is appropriate to take specific actions including doing nothing, maintaining observation, giving advice or a warning, calling for assistance from others in the organisation, having people removed from the area/premises and calling for police assistance
9. organisational procedures for reporting and recording situations or incidents