E Learning Training with Customer Conflict / Negative and Aggressive Behaviours

Thursday, 3 April 2014
Portland District Health is not only committed to providing a safe place for patients, it is also committed to ensuring a safe workplace for staff.

With a training and education focus on workplace safety, PDH has recently conducted on site Predict, Assess Respond to Challenging/Aggressive Behaviour (PART) training and has implemented a nationally accredited e learning program available for all staff to access and develop skills when dealing with customer conflict, or negative and aggressive behaviours.

Occupational violence is the single biggest threat to the safety and security to health organisations and it is crucial staff have skills to identify and manage the safety and security of their work environment.

PDH recently hosted a two-day workshop attracting 20 participants from across the region including staff from Western District Health Service, Casterton, Heywood and Portland attended the training.

Participants developed knowledge and skills on the prevention and management of aggression by increasing knowledge of triggers of client aggression, preparation of the environment and staff when dealing with aggression how to verbally de-escalate and use evasion techniques in response to aggressive behaviours, and understanding client needs which may result in aggression

Together with PDH's innovative e learning program, the health service is taking a proactive approach to reducing occupational violence in the workplace.

PDH also uses the Counter- intuitive Aggressive Response Model (CARM) e learning program to ensure all staff have an opportunity to undertake OHS training dealing with challenging and aggressive behaviours, PDH has implemented an interactive e learning education program, aligned to nationally accredited standards. This program is underpinned by a unique counter-intuitive approach to thinking and communicating when outcomes are critical particularly when confronted by challenging and stressful situations.

PDH acknowledges the importance of keeping staff safe, understanding client needs and excellence in client needs will continue to provide education to staff through a variety of learning options. 


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