Training Courses for the PRIVATE HEALTHCARE SECTOR

Training Courses for the PRIVATE HEALTHCARE SECTOR

CONTENTS ABOUT US About Us 3 Conflict Resolution 4 Breakaway 6 Our mission is to make you and your team safer and more secure. We inspire a greater level of confidence and safety in the workplace, achieved through dynamic and purposeful training programmes. Managing Challenging Behaviour 8 Physical Intervention 10 Lone Worker 12 Telephone Skills for Conflict Resolution 14 Mental Health Awareness 16 Equality and Diversity 18 Dementia Awareness 20 Emergency First Aid 22 For the Healthcare Sector IKON Training has a wealth of experience in the healthcare sector. Our training is geared towards resolving conflict and aggression whilst remaining professional and maintaining a therapeutic environment. We believe that effective communication skills training can reduce incidents, and we have seen a reduction in reported incidents in many of the places that we work. This training can therefore lead to more productive employees, which results in a higher level of care and money saved on handling complaints and the escalation of incidents. Why Choose IKON Training? We have been delivering training since 2004, and in that time we have taught over 60,000 learners. We are proud of our 98.9% delegate satisfaction. IKON Training promotes and develops safe working practices, personal safety awareness and provides a variety of skills to manage and resolve conflict situations. Our courses provide the client with the knowledge, understanding and skills to identify and manage a conflict situation, from beginning to end. This is only a selection of the courses we can provide. If you require anything not listed, or a bespoke training course, please call us to discuss in detail: 3

CONFLICT RESOLUTION This is the best conflict resolution course I have done during my 25 year career in Healthcare. Conflict Resolution Training is a communication skills course that equips employees with the necessary skills and attitudes to effectively deal with conflict situations, and respond to scenarios where patients or relatives may be threatening or aggressive. This training allows employees to defuse and control situations where necessary, while remaining professional and delivering a high level of service. In the private healthcare sector conflict can occur between employees and patients, members of the public or fellow colleagues. IKON Training have extensive experience generating tailored and flexible conflict resolution training for private healthcare organisations, including work with HCA Hospitals. Course Type: Communication Skills Course Duration: Half Day Number of Delegates: 16 What is conflict? Causes of conflict Communication models Conflict and the law Reporting and debriefing Create a full day communication skills workshop with any of the following training courses: Lone Worker Breakaway Equality & Diversity Emotional First Aid Mental Health Awareness Dementia Awareness Reasons to learn Conflict Resolution: 1. Private Healthcare companies have an improved company image 2. Employees can address patients and service users more productively 3. Conflict situations are reported more accurately 4. Employees gain the confidence to act on communication breakdowns 5. More productive employees and improved adherence to policies 4 5

BREAKAWAY Our Breakaway Training allows employees to further understand conflict, and acts as a progression from Conflict Resolution Training. The course equips the delegate with simple, effective and memorable techniques designed with a variety of scenarios in mind. This course focuses on removing oneself from danger in the event of physical aggression or threat, but also provides information on the policies and legal context surrounding physical altercations in a halthcare environment. Course Type: Physical Skills Course Duration: Half or Full Day Number of Delegates: 12 What is Breakaway? When to use Breakaway Stance and posture Use of Force legislation Reporting and debriefing IKON Training believes that this type of training should only ever used as a last resort, and this belief is one we promote in our courses. We ensure our training is memorable and that the skills learned are availabe to the learner if required. In this sector, these skills could be beneficial in a therapeutic context when dealing with a confused or potentially aggressive patient. As a quality award centre of the Institute of Conflict Management, IKON Training can assure clients that our training is safe, relevant and practical. Create a full day communication skills workshop with any of the following training courses: Conflict Resolution Lone Worker Equality & Diversity Emotional First Aid Mental Health Awareness Dementia Awareness Why have Breakaway Training? 1. Employees who are better equipped and therefore safer 2. Fewer incidents of violence and aggression 3. Employees feel that their safety is invested in 4. A safer environment for patients and service users 5. Accurate reporting of situations 6 7

MANAGING CHALLENGING BEHAVIOUR Challenging behaviour makes it difficult for healthcare employees to deliver services safely. It takes many forms, from mildly uncooperative to highly disruptive and potentially dangerous. Managing Challenging Behaviour Training will enable employees to appropriately use physical and nonphysical skills including; awareness, recognition, advanced communication skills, breakaway techniques and basic restrictive interventions. This training is of use when usual communication skills aren t successful; patients may have cognitive impairment that affects their communication. The training is used in a therapeutic context, and equips learners with the tools to appropriately support patients. The uses of this training can range from dealing with an aggressive or threatening individual all the way to helping a person with learning difficulties, and teaches the appropriate method of resolution for the situation. Course Type: Combined Skills Course Duration: Full Day Number of Delegates: 12 What constitutes challenging behaviour? Different types of challenging behaviour Recognition and awareness Basic breakaway and physical interventions Reporting and debriefing For a communication and awareness masterclass, we also offer Mental Health Awareness and Dementia Awareness Training. This can be combined wth Managing Challenging Behaviour Training, which creates an interactive two day course centred around managing challenging behaviour in a multitude of contexts, and promotes a proactive and prompt response to challenging behaviour. Our training will provide: 1. Upskilled employees who can adapt 2. Service users, relatives and colleagues feel safer 3. A more positive company image 4. Employees are motivated with higher morale 5. A proactive response to communication 8 9

PHYSICAL INTERVENTION TRAINING Physical Intervention Training equips employees with the skills necessary to safely, effectively and harmlessly restrict the movement of an aggressive individual in the event of a communication breakdown. The course teaches the skills as a last resort and would be suitable for employees who must manage and calm aggressive behaviour. In a therapeutic environment this behaviour could come from a confused elderly patient, or a patient who may be suffering from an illness that provokes such behaviour. IKON Training has used this course to implement a team of employees who deal with aggressive situations as a response team if required. The course equips the team with the communication and physical skills required as a situation escalates. Course Type: Physical Skills Course Duration: Full Day Number of Delegates: 16 What is Physical Intervention Training? When is it used? Communication skills Patient welfare and safety Reporting and debriefing This course requires delegates to have previously attended a Conflict Resolution and Breakaway training course. These three courses can combine to create a two day communication and physical skills course. Physical Intervention Training can offer: 1. More confident employees 2. Patients and visitors feel safer and cared for 3. Accurate reporting and debriefing of incidents 4. Employees are more motivated with higher morale 5. A dedicated team to effectively deal with adverse situations 10 11

LONE WORKER The HSE defines lone workers as those who work by themselves without close or direct supervision. In the private healthcare sector, employees may work alone or without close supervision on many occasions including receptionists, porters or medical employees on late shifts. This training will offer the communication skills along with precautionary measures to take when working alone, which includes improvised barriers, stance and body language. Our Lone Worker Training controls risks by providing delegates with the skills required to work safely when away from colleagues, by enabling employees to assess and reduce risks accordingly; educating delegates on safe systems and good working practices. Along with the personal safety element of the training, the course can be focused on taking care and attention when alone with patients or relatives, or even when conducting home visits. Course Type: Communication Skills Course Duration: Half Day Number of Delegates: 16 What constitutes a lone worker? Improvised barriers Communication skills Stance and posture Escape routes What the Delegates Say: A very interactive course, and my attention was maintained throughout. The course included lots of useful information and tips for lone working with helpful live examples. Thank you. Make a full day workshop with the following courses: Conflict Resolution Breakaway Equality & Diversity Emotional First Aid Mental Helth Awareness Dementia Awareness This course combines fantastically with Conflict Resolution Training. Creating a full day workshop from these subjects provides a more in-depth session that focuses on conflict resolution and personal safety. Our clients have seen: 1. Employees are more confident when working alone 2. A safer working environment 3. Employees are better equipped for adverse situations 4. A proactive, pre-emptive attitude to lone working 5. Peace of mind for managers 12 13

TELEPHONE SKILLS FOR CONFLICT RESOLUTION This course enhances employees ability to handle conflict when over the telephone. In a conflict situation over the telephone, non-verbal communication isn t a factor. Due to this, the telephone skills for conflict resolution course educates delegates on other audible signs that a subject is getting frustrated, angry or upset. This training allows employees to defuse and control situations where necessary, while remaining professional and delivering a high level of service. In the private healthcare sector, this course could benefit an employee who handles the telephone regularly for example a receptionist or booking administrator. However, it is also suitable for medical employees who call patients often, and can help to manage difficult conversations over the phone. Course Type: Communication Course Duration: Half day Number of Delegates: 12 What is conflict? Causes of conflict Communication models Verbal and audible signs Reporting, debfriefing and the law This training course can be focused on a more assertive approach to conflict, and we have previously helped businesses with change management, customer services, and also helped employees so they don t have to refer conflict situations to a manager. This promotes independent working and problem solving. Our clients have seen: 1. More responsible employees can deliver a higher level of service 2. Improved communication skills results in fewer conflict situations 3. Employees are more productive and can handle incidents faster 4. A more positive company image 5. Fewer issues referred to managers 14 15

LONE WORKER MENTAL HEALTH AWARENESS The course will enable employees to effectively manage scenarios which involve mental health issues. This course will include awareness and also how to manage situations that occur as a result of mental health. Practical guidance will be given on how to signpost with sensitivity and care, along with information on how to remain confidential, effectively debrief, and report situations if necessary. Learners will be given the tools necessary to work with people affected by metal health issues, and is relevant for employees who may come into contact with patients who suffer from mental health conditions. This could include clinical, facilities and support employees. Course Type: Communication Skills Course Duration: Half Day Number of Delegates: 16 What is Mental Health? Types of Mental Health issues Distress signs and signals Referrals and signposting Reporting and confidentiality Pair this course with Dementia Awareness for a full day awareness course focusing on communication and what to do in the event of a related situation. This will include an in-depth session surrounding signposting and effective referrals. Mental Health Awareness Training provides: 1. Safer patients, relatives and colleagues 2. All employees feel valued with an understanding of mental health 3. More responsible and sensitive employees 4. Enables appropriate and sensitive interventions 5. Patients who may be dealing with such diagnoses feel valued 16 17

EQUALITY AND DIVERSITY Course Type: Communication Course Duration: Half Day Number of Delegates: 16 This half day course focuses on the importance of equality and diversity, and the different forms of diversity encountered whilst at work. This course educates awareness of mental health, disability, race, sexuality and gender, and the importance of not prejudging or offending an individual. In many cases, diversity issues in the workplace come from a lack of understanding rather than malice. This half day session allows delegates to gain the understanding necessary. In a healthcare setting this could be patients, relatives or colleagues from all walks of life. The course will approach understanding and respecting individual needs, the Law, and encourages delegates to take a proactive approach to equality and diversity. What is Equality and Diversity? Different factors included in diversity Individual needs and requirements The law surrounding Equality and Diversity Reporting and whistleblowing Our training can provide ideas and principles that will embed equality into the business. The course can be combined with Conflict Resolution Training to make a full day session focused on equality, conflict and language and cultural barriers. Promoting a productive and considerate approach to equality issues in the workplace. Our training will provide: 1. A more positive company image 2. Employees have more confidence 3. Employees understand the law regarding Equality and Diversity 4. Reduced chance of conflict occurring 5. More awareness of discrimination in the workplace 18 19

LONE DEMENTIA WORKER AWARENESS Dementia affects over 850,000 people in the UK, and can happen to anyone at any age. The risk of dementia increases with age, and approximately 15% of people over 80 are affected. Our awareness training is suitable for employees who may come into contact with a person affected by dementia, and it teaches appropriate methods of resolving iussues caused by dementia. This awareness course will give employees knowledge of the condition and enable employees to recognise the signs of dementia, understand the limitations that people face, and how to care for someone affected by dementia. Course Type: Communication Skills Course Duration: Half Day Number of Delegates: 16 What is Mental Health? Types of Mental Health issues Distress signs and signals Referrals and signposting Reporting and confidentiality Pair this course with Mental Health Awareness for a full day session focusing on communication, cognitive function and impairment, and what to do in the event of a related situation. This will include an in-depth session surrounding signposting and effective referrals. Dementia Awareness Training provides: 1. Safer patients, relatives and colleagues 2. Employees feel valued with an understanding of dementia 3. More responsible and sensitive employees 4. Upskilled employees can work more flexibly 5. Patients and relatives feel valued and cared for 20 21

EMERGENCY FIRST AID AT WORK Emergency First Aid at Work Training provides learners wth the ability to deal with medical situations as an emergency first-aider if required in the workplace. Delegates will learn all the necessary basic skills to deliver first-aid to someone who is injured or suffering illness. This one day course is certified and delegates will receive a certificate of completion. This course adheres to national standards. This course is designed for delegates who may be the nominated first aider in smaller or low risk work environments. Course Type: Specialised Course Duration: Full day Number of Delegates: 6-12 Cost: 99 + VAT per delegate Understand the role of a first aider Situation assessments and safety Resuscitation Choking Wounded and Bleeding Shock Minor Injuries This qualification is valid for three years. HSE recommends an annual refresher of this course, which IKON Training can offer. The full day session complies with the recommended six hours contact time. Delegates will receive a full information booklet as part of the course. Why learn Emergency First Aid at Work?: 1. Peace of mind for managers 2. More responsible employees 3. Everybody is safer 4. A nationally recognised qualification 5. Positive company image 22 23

IKON Training offers more courses than the ones outlined in this booklet. Please contact us if you have any specific training needs. We also have an in-house training venue located at our Head Office for use free of charge if booking a full day training session with us. For enquiries about IKON Training, or to book a course, please contact us by calling 01473 7229924 or email info@ikontraining.co.uk. Head Office: IKON Training, 70-72 The Havens, Ipswich, Suffolk, IP3 9BF