Skill Enhancement Program on

Management of Violence

Authors: FOK Kwok Keung, Andy WM,

LEE Yun Sang APN,

MA Sze Lok RN,

TING Kwok Sai RN,

YUEN Kwok Kuen APN

Presenter: TING Kwok Sai RN (Psy)

Castle Peak Hospital

HA Convention 2012

8th May 2012

Hospital workers are at high risk for

experiencing violence in the workplace.

Violent acts (including physical assaults

and threats of assaults) directed toward

persons at work or on duty.

Violence may have negative

organizational outcomes.

Workplace violence are common

occurrence in psychiatric setting.

Background

3-level training program (Physical Intervention) on management of violence since 2000.

Other training elements are included in a half-day seminar only. (e.g. predictive measures, de-escalation skill……)

Establish and conduct a “Skill Enhancement Program on Management of Violence”

To establish a

new perspective

to manage

workplace

violence.

To make the

frontline staff

understand the

importance of

respectful

attitude.

To prepare

dealing with the

consequences of

violence.

Program design

Skill Enhancement

Program

Sharing Session Evaluation

questionnaire

All clinical staff

Customer service

Conflict resolution

Legal consideration

De-briefing

Soft Tools

Positiv

e

Attitu

de

Manag

e

Self-e

motio

n

Inte

rpe

rsona

l

Skills

Com

munic

atio

n

Building Trust Relationship

Collaboration

Negotiation Skills

Mediation Skills

Competence

Confidence

Awareness

Enhance the rapport

Minimize the impact

100.0%

84.7%

83.3%

86.4%

76.1%

79.1%

80.2%

100.0%

90.0%

86.1%

86.3%

80.3%

80.2%

97.5%

Affirmed the benefits of good customer

services

Enhanced their customer service skills and

working capability

Better understanding of the relationship

between complaint and violence

Ameliorated their complaint management skills

Got better knowledge and ability in handling

legal issues

Enable them to perform effective de-briefing

Increased confidence on management of

workplace violence

2010 2011

2009 2010

2011

No. of Restraints per year

↓ 25.2%

No

. o

f re

str

ain

t

Conduct a pilot study to find out the

correlation between restraint rate and

effectiveness of the program.

Continuing revision of the program

content to meet the service needs.

Consider becoming a formal and

regular training for frontline staff.

Make it better and better.