“Yep, that’s exactly how it is!” Handling Violent and Aggressive Situations for Lone Workers
Posted by Graham at 2.09pm on 7 January 2009
Imagine the scene. A group of lone workers (in this case people involved in building repairs) is attending a learning event on personal safety. In front of them is a layout of someone’s front room: there’s an old sofa, a coffee table, a chair, magazines, the telly is on very loud. Tracy sits on the sofa looking sullen. Why is she so angry? Robbie, a plumber, is now on his knees by the sink ready to look underneath it. There has been an increasing level of threat and frustration for him and the audience has been advising him how to deal with it. He’s getting on with his job. They think they’re doing pretty well…Then, out of the blue, Tracy’s boyfriend storms through a door and starts hurling abuse at her. No-one knew there was a boyfriend. The audience of lone workers has positioned Robbie in the worst place he could be. The boyfriend stands between him and the door. He notices Robbie and starts towards him. His only exit is blocked.
Almost in unison the group of lone workers shout “STOP!” and the action freezes. They realise their error. One woman says “I know he’s an actor but I just feel so scared.”
What we’ve done in this workshop is to enable this group of learners to feel what they would feel were in they in that situation for real. They know that this isn’t real, and yet they feel the same fear.
“A totally professional approach to a delicate subject, attention to detail and the specific business need was the focus throughout the training. A unique approach to training, ensuring audience participation, sharing a wealth of knowledge and experience throughout the service area, preparing all levels of employees within the business to handle and resolve this type of behaviour in a very proficient and professional manner.” Craig Watson, Health and Safety Officer, West Lothian Council
This programme was delivered to all council staff in the Housing and Building Services Dept. at West Lothian Council to prepare them for the difficult situations they can face with members of the public. Groups were mixed, combining those with only a few weeks experience to those with over thirty years experience, so that they could learn from one another. The scenario allows a detailed examination of the key stages in a home visit (entry, client engagement and exiting) and the assumptions and behaviours that can result in an increased risk to oneself.
This rich scenario has been developed and extended for use with different sectors of lone workers, for example, housing officers, social workers and TV licence inspectors.
For more information please contact me.