The course has been specifically written for staff whose work brings them into contact with the public, often on controversial issues. The session is suitable for staff who carry out enforcement work as part of their role.
This is a grounded and sensible one-day programme – which can use actors for maximum impact –designed to provide participants with the skills needed to ensure that situations are not escalated. A detailed guidebook is provided, giving specific personal safety tips which are related to the participants’ roles.
Miranda has more than twenty years’ experience as an independent learning and development consultant and trainer. Much of her work is focused on the VCSE sector.
She started her career working within the Management Development Unit of the Printing and Publishing Industry Training Board, moving on to a role in the Probation Office’s learning and development team before leaping across into financial services, where she was responsible for the Learning and Development of a major high street lender.
In 1992 she started her own learning and development consultancy. Working with a range of clients – including many of the locally based councils around Hertfordshire and Bedfordshire – Miranda’s expertise is in helping organisations to identify learning gaps, and to develop tailored, creative and relevant strategies for meeting these needs with a view to helping organisations to meet their objectives.
In addition to her professional role, Miranda is also very involved in local community development activities. She is Chair of a local homelessness charity and has been instrumental in developing and facilitating community leadership programmes in both Bedfordshire and Hertfordshire.
See what programme participants say about Miranda’s training:
‘Superb. Clear, warm, engaging – and very well informed.’
‘Engaging and pitched very appropriately for the audience today.’
‘Lively, focused, keeps it interesting.’
‘Very funny and enthusiastic.’
‘Excellent presentation style.’
‘A lot of fun.’
‘Miranda is very engaging, warm and welcoming, great trainer.’
‘She is absolutely lovely!’
‘Very bubbly manner and clearly deeply knowledgeable about her subject.’
‘Very personable and engaging.’
1 What’s happening?
Issues around us
Risks in context
2 Safety fundamentals
Following internal policy and procedure
Personal safety and lone working
Use of technology
3 Nipping issues in the bud
Recognising early warning signs
Avoiding causing problems for ourselves
4 Calming – Reaching – Controlling
Tips and techniques for potentially calming a situation
Reaching and building rapport
Accelerants – tips on avoiding accelerating a situation
Active listening and the use of questions and distractions
Exploring ways forward and identifying win/wins
Avoiding the secondary argument
The ‘drama triangle’
If all else fails…
5 Harassment, stalking and on-line bulling
What constitutes harassment and definition of stalking
Steps to take
6 Reporting principles
Importance of incidence reporting
Taking care of us
Any questions? Please just give us a call on 01582 463463 – we’re here to help!