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This content will address the value of effectively managing at risk situations by managing one's behavior, assessing the situation and evaluating the circumstances and communicating in the best fashion in determining how best to respond. So whether one might be an unhappy manager preparing to discuss operational issues, a supervisor about to engage with a recidivist employee problem or an employee attending to a customer call; assessment and evaluation of the situation before and while engaged will determine the best course of actions.
However, merely being familiar with the techniques is insufficient, we must have certain qualities, abilities and capabilities in order to understand and apply the techniques. If one is not comfortable engaging in stressful situations these suggestions may or may not work for you. However, essential to engaging conflict is the ability and knowledge to recognize it, capability to manage it and the will to function under stress.
Key to the proper management of any situation is how we communicate. Avoiding poor communication assumptions or being inflexible will certainly have the potential for conflict and confrontation. Communicate with a positive outcome in mind for the other person as well. Being prepared to address the conflict when the situation gets tensed is minimizing risk to avoid and reduce the incident. Positive solution is the one and only objective - you can no longer hide from the indiscriminate decision or action. When things go wrong
Knowing how to quickly assess and evaluate situations will determine whether you avoid the risk, reduce the risk or negotiate through the risk. Therefore, it is necessary to understand what one’s personal risk mitigation responsibilities are in avoiding becoming an aggressor or victim of workplace violence. Fear and uncertainty are behavior impediments that suppress asking the right questions during training or the absence of relevant topics that are never scheduled or requested.
We all assume we can handle most situations but wouldn’t you rather know how to avoid risk, reduce the risk and even de-escalate through the risk by knowing how to manage your behavior in minimizing the situation? Minimizing it from the standpoint of understanding the situation and addressing the problem. Frequently the biggest impediment is the approach to the situation. We violate the ACE Factor (Assumptions, Convenience & Expediency), Failure to assess and evaluate and approach to the solution.
Becoming familiar with the techniques discussed in this webinar will allow one to recognize and avoid conflict and even potentially dangerous situations are functions of managing conflict and de-escalation by learning how to manage one's behavior.