The Easy Step by Step Guide to Handling Confrontation
Published on 1. June 2002
Book
Paperback/Softback
124 pages
978-0-9539856-5-4 (ISBN)
Description
This comprehensive guide to handling confrontation in the business environment provides tips on how to use de-escalation techniques, including stance and body language; how to read and interpret signals that lead to aggression; and how to handle irate customers.
More details
Series
Language
English
Place of publication
Hampshire
United Kingdom
Target group
Professional and scholarly
Dimensions
Height: 216 mm
Width: 135 mm
ISBN-13
978-0-9539856-5-4 (9780953985654)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Person
Following a 'first career' in the Royal Navy during which he served 10 years in the Submarine Service, Gerry entered the world of commercial security and developed a specific interest in personal safety and security. His work has involved his travelling to all parts of the world including Moscow where he was involved in combating the Russian Mafia. Gerry is a qualified instructor with The British Self Defence Governing Body and a Graduate of The Institute of Conflict Management. He is currently studying for a Degree in Criminal Justice Studies at Portsmouth University. Gerry's company GJK Defence Systems, is part of the GJK Group, formed in 1992 as a general security and defence consultancy. GJK Defence Systems was formed in 1994 specifically for the training and teaching of aggression management techniques to those people whose everday job brings them into contact with hostile and sometimes violent situations.
Content
About the author Introduction Self defence for the new millennium How to use this guide What this guide covers What you will learn from this guide. Chapter 1 Victim or victor? In the workplace Something to think about The victim identity In summary. Chapter 2 The chemistry of fear 'Fight of flee' reflex In summary. Chapter 3 Fear management Self-confidence Some points on the law In summary. Chapter 4 Approaches to confrontation management Undertaking a risk assessment Tactical communications Goals Personal space or proxemics Components of communications Manner and tone of voice Body language Information receiption Listening skills Practicalities Five communications skills (LEAPS) In summary. Chapter 5 Handling the difficult or irate customer 5 Step Positive Cycle Example Positioning The environment - seating In summary. Chapter 6 What if it doesn't work? Dealing with possible threat The law and personal safety Reasonable force Recognition signs In summary. Chapter 7 Conflict resolution Profiled offender behaviour The warning signs of attack Resonable defender response Deadly force In summary. Chapter 8 Impact factors Sex/age/size/strength Skills levels Exhaustion Injury Numbers Special knowledge Drugs and alcolhol Mental impairment Weapons Imminent danger Position of disadvantage Willingness to resist In summary. Chapter 9 Options Create space between defender and aggressor Issue verbal commands Stance: move to establish control Warning signals Prolonged eye contact Facial colour changes Standing tall with head back Large extravagant movements Ground kicking Accelerated breathing rate Contradiction of stated intend In summary. Chapter 10 Danger signs - possible assault imminent Fist clenching Facial colour pales Lips tighten over teeth Eyebrows drop and chin drops Hands above waist Shoulders tense Stance Target acquisition glance In summary. Chapter 11 Practicalities LOOK In summary. Chapter 12 What next? And finally. Appendix Useful web sites Further reading