Helping the NHS Manage Challenging Behaviour - IKON Training · This course challenges unacceptable behaviours by using exercises and discussions that explore stereotyping and discrimination

Helping the NHS Manage Challenging

Behaviour

01473 927333ikontraining.co.uk

2 | ikontraining.co.uk | 01473 927333

IKON is recognised by the Institute of Conflict Management (ICM) as a Quality Award Centre. The ICM sets the standards in the delivery of conflict management training. All our courses are nationally accredited.

IKON is committed to helping your people feel safe and confident at work. • Sector-specialist trainers employed by us• Modular courses tailored to your needs• Support through CQC and HSE inspections• Comprehensive audit trails • Thorough post-course reports• Regular professional feedback and advice• Next stage recommendations

This document and its content is copyright of IKON Training © IKON Training Ltd. 2019 All rights reserved. Any redistribution or reproduction of part or all of the contents in any form is prohibited. You may not, except with our express written permission, distribute or commercially exploit the content. Issue 1.

The professionalism, the experience and the

knowledge shown by IKONTraining was first class. They

understood our needs and promptly developed a programme of training

which we rolled out to over 120 hospital-based staff

Mike Fair, Health & Safety, Resilience and Security Manager,

Colchester Provide CIC

01473 927333 | ikontraining.co.uk | 3

Positively confident at work

IKON is one of the UK’s leading providers of specialist training designed to help people in the NHS manage challenging and aggressive behaviour.Our skills have been developed over 15 years working with NHS Trusts and taking time to understand the challenges they face. We appreciate that best practice and legislation are continually evolving. We never stop learning; developing our team and our training.

There are a number of ways in which we can work with you:• Stand-alone courses – each course of which is tailored

to suit your needs using your policies, procedures and case studies

• Bespoke training – a combination of courses chosen specifically to meet your requirements

• Retained resource – we work with you on an on-going basis, helping you to make the most of budgets and keep on top of legislative requirements

• Train the trainer – we’ll give your people the skills to deliver our courses

• Materials licensing – benefit from the printed resources and course materials created by IKON


Learning to keep people safe

Because people matterMost of IKON’s trainers are employed rather than freelance. It means that not only are they experts in our course content and how best to deliver it, they are as committed to the success of your training as we are. Our trainers are supported by a full-time admin team which enables us to provide a responsive service including a dedicated account manager.

We work with more than 40 NHS Trusts and Healthcare Providers across the UK, including:• Central and North West London NHS Foundation Trust• East and North Hertfordshire NHS Trust• Hounslow and Richmond Community Healthcare NHS Trust• Imperial College Healthcare NHS Trust• Kings College Hospital NHS Foundation Trust• Lewisham and Greenwich NHS Trust• Medway Community Health Care • North West Anglia NHS Foundation Trust • Nottingham University Hospitals NHS Trust• Royal Free London NHS Foundation Trust• Royal Surrey NHS Foundation Trust• The Royal Wolverhampton NHS Trust • The Royal Marsden NHS Foundation Trust

Proven NHS expertise IKON strength: • Employed trainers• Dedicated

administrative support• Feedback and stats

within five working days• Recommendations,

refreshers and reminders


Meeting People’s Needs

NHS skills training coursesOur individual courses are outlined on the following pages. Cost of each course is dependent on the complexity of the training, duration of the course and number of delegates needing to be trained.

NHS skills bespoke training packagesOften, our clients request that we combine the content of more than one course. We’re happy to create bespoke packages tailored to your needs.

NHS skills retained resourceIKON retained resource enables you to have skilled trainers at your service without having to recruit or manage them. We’ll identify appropriately skilled people from our staff who can work with you on an ongoing basis. In addition, we can help scope your training needs; preparing for inspections, acting on your Datix stats, for example. It’s a more cost-effective way of buying training and a far easier means of managing budgets and forecasting.

Train the trainerWhen your in-house team needs to learn new content and delivery, we can help. Our trainers have a deep and thorough understanding of the healthcare sector and they deliver motivational, insightful training with enthusiasm, building confidence and trust. It’s these skills that we can pass on to your own team.

Training materials licencingAs you might expect, IKON has developed a comprehensive suite of proven training materials. These are available to buy on licence, either as individual documents or as part of a document suite.

I have found everybody in the

organisation, from the admin staff through to the Training and Development Manager, to be professional, flexible, responsive and at the very

top of their game Leigh Beuttell, Facilities Manager, James Paget University Hospital

Foundation Trust


Stand-alone courses

CONFLICT RESOLUTION

Course content• Exploring conflict • Communication models and de-escalation • Procedural, environmental and legal responsibilities • Incident reporting and support

Suggested attendees: All front-line staff

Helps front-line people to recognise and resolve challenging situations. IKON conflict resolution training is fully compliant with Skills for Health requirements. Updates are required every three years.

Outcomes This course will give front-line staff the necessary attitudes, behaviours and skills to resolve the situation in a safe, confident and effective way.

16Max delegates

per session

3.5Hours

per session

RESOLVING TELEPHONE CONFLICT

Course content• Recognising telephone conflict • Communication • Models to manage conflict• Incident reporting and support

Suggested attendees: All telephone staff including call centre teams, Patient Advice and Liaison Service (PALS) operators

This course helps people manage and defuse difficult phone conversations and learn coping strategies during and after aggressive calls.

Outcomes People will learn coping strategies for use during and after an aggressive call allowing conversations to progress more productively.

16Max delegates

per session

3.5Hours

per session


Each of these training courses can be delivered independently or as part of a bespoke programme

LONE WORKER

Course content• Lone working and personal safety • Policies and procedures • Communication and lone working strategies • Physical stance and positioning

Suggested attendees: Staff recognised as lone workers, eg members of community teams

Includes communication skills, risk assessment practices, as well as positive body language and tactical awareness.

Outcomes This course will improve self-awareness and build confidence for people who work alone.

16Max delegates

per session

3.5Hours

per session

BREAKAWAY

Course content• Procedural and legal context • Distance stance and positioning• Relocation/distraction skills• Breakaway and disengagement techniques

Suggested attendees: Emergency department staff, theatre staff, people working in care of the elderly, and detox/withdrawal departments

This course is essential training for ‘at risk’ staff groups to help remove themselves from potential harm.

Outcomes Your people will learn simple and effective techniques to remove themselves from physical harm and safely disengage while gaining an understanding of the law.

12Max delegates

per session

3.5Hours

per session


Stand-alone courses

MANAGING CHALLENGING BEHAVIOUR (MCB)

Theory• Assessing risks• De-escalation and

prevention skills• Legal rights and responsibilities• Incident reporting and support

Practical• Distance, stance

and positioning• Relocation and distraction • Breakaway and disengagement• Clinical safe holding • Medical implications

of techniques

This course has been designed to prevent and manage clinically related challenging behaviour in Health and Social Care settings, in line with the Meeting Needs and Reducing Distress guidance.

Outcomes This course teaches staff to remove themselves from potentially dangerous situations and to hold or relocate patients safely whilst also understanding the medical and legal context.

12Max delegates

per session

6Hours

per sessionSuggested attendees: Emergency department staff, theatre staff, care of the elderly, and detox departments

MANAGING CHALLENGING BEHAVIOUR – ADVANCED

Available modules• Mental health awareness• Dementia awareness• Scenarios• Advanced reporting and debriefing• Single person holds

This course follows on from Managing Challenging Behaviour Training and will be tailored according to the requirements of your team. These modules are perfect for staff in specialist roles.

Outcomes The aim of this training is to prepare staff managing complex/challenging behaviour with a high level of competence and expertise.

12Max delegates

per session

6Hours

per session

Suggested attendees: Specialling, One-to-one teams, bedwatch, clinical response teams, site managers and clinical leads



Theory• Roles and responsibilities• De-escalation• Legal context• Reporting and support

Practical • Stance and tactical positioning• Breakaway and re-location• Clinical safe holding

and physical intervention • Medical implications

of techniques• Scenarios and debriefing 12

Max delegates per session

2Days

per session

Suggested attendees: Security and dedicated response teams

Outcomes This course will give NHS security teams the legal and practical skills they need to keep people safe.

NHS SECURITY TEAMS ADVANCED & ADDITIONAL

Advanced modules:• Edged weapon awareness• Soft cuff/mechanical restraint• CCTV/body-worn cameras• Searching• Patrolling NHS sites• Advanced incident reporting

The following specific modules can be incorporated into the NHS security team training outlined above or delivered as part of a stand-alone advanced Managing Violence and Aggression course.

Suggested attendees: NHS security and dedicated response teams that are undertaking the Managing Violence and Aggression module outlined above

Outcomes The advanced and additional modules will equip staff with specific skills.

NHS SECURITY TEAMS MANAGING VIOLENCE & AGGRESSIONThis course will provide your officers with the knowledge and skills to work alongside clinical teams to de-escalate, relocate or hold patients if required.


DEMENTIA AWARENESS

Course content• Internal mechanisms of dementia • Recognising signs and symptoms of dementia• Communication strategies in challenging situations

Suggested attendees: All staff who come into contact with the public

Defines the various types of dementia and the common risk factors that contribute to its development.

MENTAL HEALTH AWARENESS

Course content• Myths, stigma and forms of mental health• Verbal and non-verbal interventions • Support and signposting


This course explores how to recognise and understand signs and symptoms of poor mental health.

Outcomes The course gives delegates the confidence and skills to openly discuss concerns and provides practical solutions and signposting for additional support.

16Max delegates

per session

3.5Hours

per session

Outcomes The course explains how to communicate effectively with people experiencing dementia.

16Max delegates

per session

3.5Hours

per session

Stand-alone courses


EQUALITY, DIVERSITY & INCLUSION AWARENESS

Course content• Understanding the Equality Act • Types of discrimination • Support mechanisms within the workplace


This course challenges unacceptable behaviours by using exercises and discussions that explore stereotyping and discrimination.

Outcomes Helps people understand how behaviour at work and in wider society impacts those around them.

16Max delegates

per session

3.5Hours

per session


BULLYING & HARASSMENT

Course content• What is bullying and harassment• Raise awareness of typical behaviours• Processes for addressing bullying

and harassment

Suggested attendees: All staff

The course is designed to increase people’s confidence to speak out and understand how to seek support in response to incidents of negative behaviour.

Outcomes Help people to create a culture of kindness, dignity and respect for each other.

16Max delegates

per session

3.5-6

Hours per session

We’d love to hear from youIf you have any questions about IKON Training, or you’d like to discuss your specific requirements, we’d love to hear from you.

01473 927333 [email protected]

IKON Training Three Rivers Business CentreFelixstowe Road Ipswich Suffolk IP10 0BF

In addition to our experience working with people in the NHS, IKON has expertise in the following sectors. Please get in touch if you’d like to discuss:

• Transport • Health and social care• Local authority and housing• Facilities, retail and leisure• Education and further learning

Excellent session with excellent teaching skills. A valuable lesson

for all staff in our area, thank youDelegate, North West Anglia

NHS Foundation Trust

Documents

Helping the NHS Manage Challenging Behaviour - IKON Training · This course challenges unacceptable behaviours by using exercises and discussions that explore stereotyping and discrimination