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Book Categories |
List of figures | ||
Case studies | ||
Acknowledgements | ||
Introduction: How to use this workbook | 1 | |
1 | Workplace culture | 3 |
The culture of inevitability | 5 | |
Strategy: defining 'violence' | 7 | |
The 'a part of the job' culture | 9 | |
The no-value culture | 13 | |
Implementing change | 14 | |
Strategy: the concept of zero tolerance | 15 | |
Strategy: sanctions | 16 | |
Influencing workplace culture - individual level | 17 | |
Influencing public opinion | 18 | |
2 | Causes of aggression | 22 |
3 | Assessing risk | 38 |
What the law requires | 39 | |
A definition of violence | 40 | |
What elements make up a risk assessment? | 42 | |
Risk assessment - the format | 53 | |
Applying the model | 53 | |
4 | Organisational responses to violence towards staff | 56 |
Under-reporting | 57 | |
Proactive approaches | 59 | |
5 | Managing aggression | 75 |
Pt. A | The effective use of body language | 76 |
Pt. B | Assertiveness | 88 |
Pt. C | Defusion techniques | 98 |
Pt. D | Physical interventions | 112 |
6 | Bullying at work | 118 |
Identifying bullying | 120 | |
Harassment and bullying | 121 | |
Who bullies? | 124 | |
So what can be done? | 128 | |
7 | Ethnic and gender issues | 134 |
Ethnic/cultural issues | 134 | |
Gender issues | 142 | |
8 | The consequences of aggression | 149 |
ABC charting and the consequences of violence | 150 | |
Consequences to you | 151 | |
Consequences to the perpetrator | 156 | |
Consequences to the staff team | 162 | |
Consequences to other service users | 164 | |
9 | Alternatives to aggression | 167 |
Individual responses available to service users | 168 | |
Group work | 174 | |
Bibliography | 178 | |
Index | 182 |
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