Category Archives: blog posts

Door security: What bouncers should know about and be able to do

 

Door security staff are renowned for being able to hold their own, prevent trouble and step in to break up fights.

But there are limitations to the role. As with most professions, door work is governed by an industry body (in this case the Security Industry Authority, widely referred to as SIA). There’s also a right and wrong way to go about it.

Very often door security staff are given a bad rap and there’s been many a news story over the years about bouncers overstepping the line. Interestingly, figures recently released by West Yorkshire Police have revealed that the number of attacks by door staff in Kirklees pubs and clubs has doubled.

Published in response to a Freedom of Information request, the stats showed that the number of assaults by door staff doubled from six to in 2015 and 2016 to 12 last year.

What’s more, during the same three-year period, a total of 24 incidents were recorded – 15 of these assaults resulted in members of the public being injured. A further four incidents in 2017 were more serious assaults, categorised as ‘intent to cause serious harm.’

An incredibly fine line exists between what door security staff are and aren’t legally permitted to do when protecting themselves and those around them. Unfortunately, the lines can easily become blurred in the heat of the moment.

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Practical training carried out by GoodSense with Revolution Bar staff

As leading conflict management and physical intervention training specialists, we teach door security staff across the country how to carry out their work legally in line with the latest SIA standards, which includes:

Being able to explain:

  • What ‘reasonable force’, ‘necessity’ and ‘proportionality’ mean
  • The impact legislation and guidance has on their work
  • What should happen after an incident in terms of reporting and support

Being able to identify:

  • The control measures that reduce the need for physical intervention

Being able to describe:

  • The factors that increase the likelihood of physical intervention being required
  • The factors that may increase the risk of injury
  • How to reduce the risks associated with physical intervention
  • Non-physical methods that can be used to pre-empt or defuse conflict
  • The principles of disengagement and physical intervention

Being able to demonstrate:

  • Methods to protect themselves/others from assault
  • How to disengage from grabs and holds
  • A method to rescue a person from a strangle hold
  • How to physically prompt and guide a person
  • A non-restrictive standing hold that can be used as an escort
  • Non-restrictive methods to manage behaviour in seated positions and on the floor

The points listed above are only a small piece of the picture. They’re what door security staff learn about when they attend our Accredited Level 2 Intermediate and NFPS Award in Disengagement and Non-restrictive Physical Intervention Skills (QCF) – Security course.

There’s other training that door staff can attend too, such as SIA 5 Day, as well as more specialised courses, such as the BTEC level 2 Award in Safe and Effective use of restraint equipment (Handcuffing Qualification).

However, while the agendas may be different for these different courses, there’s one key learning at the heart of them all, and that’s physical intervention and conflict management should only ever be used as a last resort.

For more information or to discuss your physical intervention or conflict management training requirements with us, contact us on darren@good-sense.co.uk or 0845 576 0035.

10 facts about conflict management training

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Conflict management training is commonplace across a wide range of working environments and sectors.

We’ve been delivering it to customers, ranging from teachers and ambulance staff, to door workers and council employees for more than two decades.

But as much as the benefits of conflict management and physical intervention training are slowly becoming increasingly widespread, not everybody necessarily knows what it involves and who it’s aimed at.

So, here are 10 facts that are designed to educate you about, as well as inspire you, to get involved in conflict management training:

Fact 1: It’s not just for doormen

Most people associate conflict management training with big, burly doormen, who work the doors at pubs, clubs and bars. Yes, it’s relevant to door security staff, but it’s also used by huge number of employees in other working environments, such as teaching assistants, lone workers and bus drivers.

Fact 2: It’s relevant to a whole range of workers

You’d be surprised how many rob roles can benefit from conflict management advice. We deliver our training to pretty much everybody! Basically, if you’re at risk of experiencing aggressive or challenging behaviour at work, then you may well find it useful.

Fact 3: It’s not about being aggressive

This couldn’t be further from the truth. Yes, conflict management training does involve the subject of tackling aggressive behaviour, but it teaches you how to handle and defuse it quickly and effectively and prevent situations from spiralling out of control.

Fact 4: It’s not just for men

Conflict management training is for everybody – men and women of all ages. If you believe you or your staff are at risk of encountering challenging behaviour in the workplace, then you could probably benefit from attending one of our training courses.

Fact 5: It caters for everybody

If you attend conflict management training that’s tailored, like ours, then your trainer will adapt the session to your specific requirements. That way, you’ll walk away having learnt skills that you start applying right away.

Fact 6: It can be fun!

Although the nature of our training is serious, we always strive to make sure our courses are as enjoyable for our customers as possible. We find that fun can really aid the learning process. Take a look at us in action.

Fact 7: It’s not ‘one size fits all’

Some trainers deliver ‘out of the box’ sessions, but not us. We take the time to understand your specific needs then:

  • Adapt our courses to incorporate your preferred delivery style and meet your requirements
  • Pair you with the right trainer (based on both your individual and group learning needs)

Fact 8: It makes you look at the bigger picture

Unlike other training providers, we approach the safety of staff from a holistic viewpoint. So, instead of looking at conflict resolution and physical intervention (when required) in isolation, our training encompasses the bigger picture, which includes looking at things from a legal perspective too.

Fact 9: It can help you with compliance

In certain working environments, such as councils and the NHS, conflict management training is a legal and regulatory requirement. In these circumstances, you may be required to create a risk strategy for workplace violence and brush up on your conflict management training on a regular basis.

Fact 10: It’s a lot like CPR

You never can tell when you’ll be called upon to calm down a conversation that’s become quickly heated or intervene between a scuffle that’s broken out between two pupils. It’s why we often compare conflict management training to CPR, because you hope you’ll never have to use, but it’s there, just in case you do…

For more information about conflict management training or to discuss your requirements with us, contact us on darren@good-sense.co.uk or 0845 576 0035.

5 top tips for nipping workplace conflict in the bud

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Workplace conflict is an unsettling, not to mention, expensive experience. According to a report published by Oxford Economics, replacing members of staff costs more than £30,000 per employee.

There are all sorts of reasons that spur people on to leave their jobs and any element of the workplace, culture or environment has the potential to impact employees’ perception of their job.

If employees aren’t happy at work for reasons such as workplace conflict with the boss, other managers or colleagues, then it could result in them deciding to up sticks and go elsewhere.

While workplace conflict isn’t totally preventable, there are steps managers can take to help handle and prevent conflict, here are five of them:

1. Acknowledge what’s happening

It can be tempting to try and turn a blind eye to conflict and pretend it’s not happening however, this will only make the situation worse. The sooner you act on tackling the issues, the easier they’ll be to resolve. Things are also far less likely to escalate out of control or reach a point of no return too.

2. Get the full picture before acting

Workplace conflicts usually involve more than one person, so before taking any action, make sure you find out who’s involved/implicated and what role they have to play in the situation. Where possible, stick to the facts and don’t get drawn into the ins and outs and ‘he said’, ‘she said’ claims.

3. Put yourself in the picture

The best way to truly understand the root cause of any problems is to put yourself in the shoes of those who are involved in the conflict. Only then, will you be able to obtain a true picture of what’s led to the current state of affairs.

4. Be clear on what’s acceptable (and what’s not)

If staff aren’t clear on what warrants acceptable behaviour, then how are they supposed to follow it? If you haven’t done so already, tell your staff what’s acceptable and what isn’t – this is a simple, but extremely effective step in helping conflict happening in the first place.

5. Invest in your staff

In some sectors, such as education and healthcare, staff are at risk of encountering workplace conflict everyday due to the nature of their work. This could involve being verbally abused on the phone by an angry customer or being assaulted by a patient or pupil.

Unfortunately, this type of behaviour can’t be avoided, but it can be managed and defused quickly, and with minimum injuries, with the right type of training, such as our conflict management and physical intervention training courses. You’ll find more details about them here http://www.good-sense.co.uk/training-courses/

Whether it’s among staff or experienced by employees as they go about their work, workplace conflict is rife in most industries. Knowing how to handle it can make all the difference between quashing a storm in a teacup and saving people’s lives.

For more best practice advice on dealing with workplace conflict, or to find out more about our conflict management and physical intervention training, contact us on darren@good-sense.co.uk or 0845 576 0035.

Course spotlight: BTEC Conflict Management

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If you’ve identified that you need some physical intervention or conflict management training, the next step in the process usually involves finding a course to attend.

But with so many different types of training sessions out there, delivered by all sorts of different trainers, it can be difficult to know which course is right for you.

We’ve decided to give you a helping hand by taking one of our courses and giving you the lowdown on them every now and then. First up is our BTEC Conflict Management course, which is ideal for people who work with members of the public, particularly transport and travel sector workers.

Also known as the Accredited Level 2 and NFPS Award in Conflict Management (QCF), this course is designed to help you develop your:

  1. Knowledge relating to managing and defusing conflict situations.
  2. Personal growth and engagement in learning.

Once you’ve completed the course you’ll know how to:

  • Use communication to solve problems and reduce the likelihood of conflict.
  • State the importance of viewing situations from your customers’ perspective.
  • Identify strategies that can be used to solve problems.
  • Recognise the factors that can trigger an angry response in others.
  • Know how to apply dynamic risk assessment to conflict situations.
  • Identify the stages of escalation within conflict situations.
  • Identify the measures that can reduce risks for people, who may be involved in conflict situations.
  • Recognise how to use non-verbal communication and overcome barriers in emotive situations.
  • Defuse emotive conflict situations.
  • Work with colleagues to de-escalate conflict situations.
  • Know the importance of providing exit routes and space when dealing with angry people.
  • Identify the benefits of reflecting on and learning from conflict situations.
  • See the benefit of sharing good practice and contributing to solutions to recurring problems.
  • Understand the importance of addressing help and support following an incident.

After they’ve completed this training, some of our students then go on to further build upon this conflict management training by studying the Pearson BTEC Level 2 Award in Disengagement and Physical Intervention Skills (QCF), BTEC Level 2 Award in Security Guarding (QCF), BTEC Level 2 Award in Door Supervision (QCF) or BTEC Nationals or Higher Nationals in Public Services.

We hope you’ve found this overview useful. If you’d like more details about this course or would like to find out more about our other conflict management training courses, contact us on  darren@good-sense.co.uk or 0845 576 0035. 

GoodSense in action with….Horton General Hospital staff

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This is an ‘in action’ shot of us with staff from the Horton General Hospital in Oxfordshire, who recently called on us to carry out some disengagement/breakaway training with various members of the team.

Not only were the staff great to work with, they came away feeling that the training was suited to their jobs and the risks that are often associated with their work these days.

 

Why do NHS staff need disengagement/breakaway training?

NHS work isn’t what it used to be.

It’s widely reported that staff UK-wide are being put under increasing pressure as they go about their daily duties. Understaffing and delays are just two of the challenges most NHS staff face. However, they’re also facing a new type of challenge – being attacked by patients in the workplace.

According to figures obtained by the Health Service Journal on behalf of the union, Unison, under the Freedom of Information Act, nurses, paramedics and mental health staff are most at risk of being physically assaulted.

Figures supplied by hospital trusts show that there were 56,435 recorded physical assaults on staff in 2016-17, which is a 9.7% rise on the previous year’s figures. What’s more, in a statement recently released by Unison, it was reported that mental health services staff are 7.5X more likely to be assaulted.

It would appear the NHS is facing a new type of crisis and unfortunately, it’s one that’s showing no sign of letting up right now. We know because we’ve been working with NHS staff, like those pictured above, for more than 20 years, providing them with conflict management and breakaway training.

 

What can be done to prevent violence?

While it’s not possible to prevent physical attacks from taking place in your workplace (if only it were possible!) there are actions you can take to make sure you know how best to respond should anything ever happen.

For instance, do you know how to spot the signs of trouble before it breaks out? Do you know how to grab somebody’s wrists in the correct way or defend yourself from being punched or slapped?

We cover all of these things, and more, in our breakaway training sessions, which are designed to safeguard workers who are at risk of being physically assaulted at work. This type of training is also ideal for lone workers too.

Hopefully, you may never have to implement what you’ve learnt from us, but there’s no guaranteeing what’s going to happen, so surely, you’d rather know how to defend yourself and others should violence ever break out? And once you’ve got these vital skills under your belt, you’ve got them for life, they may also save a life too….

 

For more information about our tailored NHS courses visit http://www.good-sense.co.uk/sectors/nhs/. Alternatively, if you would like to discuss your training requirements with us, please contact us on darren@good-sense.co.ukor 0845 576 0035. 

 

 

Back to basics: What is breakaway training?

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Here at GoodSense Training, we specialise in providing the widest range of conflict management and physical intervention training.

From teaching security staff to diffuse situations and providing teachers with the skills to manage challenging behaviour, to showing front desk council staff how to deal with angry customers, our training covers it all.

Conflict management or physical intervention training can also be referred to as breakaway training. By taking part in this type of training, people can learn how to deal with threatening situations. Not only are they taught the correct procedures to protect themselves, but those who are around them, be that their colleagues or passers-by.

 

What is breakaway training?

Breakaway training is very similar to self-defence as it teaches you how to ‘break away’ and protect yourself during aggressive or volatile situations, using breakaway techniques.

You don’t need to have any specific skills to be able to take part in breakaway training, although it’s recommended that you are physically fit to be able to carry out the moves. You may have already completed the Certificate in Conflict Resolution or Certificate in Promoting Safer and Therapeutic Services or you may be totally new to conflict management training.

 

Who should learn it?

This type of training is suitable for all people, although it’s particularly useful if you’re at risk of being physically assaulted while at work. It’s also ideal for people who work alone too.

 

What does breakaway training involve?

There are all sorts of different types of courses out there, but if you want to walk away having learnt the right skills to be able to instantly protect yourself at work, then ideally, your training should cover:

  • Legally using physical force to defend yourself and others
  • Distance and stance
  • Wrist grabbing
  • Defences against punches/slaps, front strangles and other scenarios
  • Defences against front collar grabs, strangles and hair grabs
  • An explanation of why some techniques should not be used

 

What does good breakaway training look like?

The most effective breakaway training courses are those that have been tailored to your needs, that way, you’ll come away having learnt skills that apply to your world, whether that’s in a personal or professional capacity.

Ideally, your training will teach you, among many things, how to:

  • Use appropriate and effective physical skills for breaking away and defending yourself against violent assaults
  • Break away from being grabbed and held
  • React when your clothing is grabbed
  • Escape if you’re being strangled or choked
  • Rescue somebody who’s being held in a stranglehold
  • Get up from the floor safely

 

For more information about how you or your colleagues could benefit from breakaway training or to discuss your requirements with us, contact us on darren@good-sense.co.uk or 0845 576 0035. 

 

 

Why door security needs to be about psychology, not fisticuffs

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It’s common knowledge that bouncers don’t always get a good rap.

Ask most people what they associate with bouncers and it’s often big, burly men, who cause trouble and aren’t afraid to take the law into their own hands.

It’s the subject of taking the law into their own hands that’s prompted us to write this post. You see, according to a recent article in the Liverpool Echo, 100 bouncers are investigated for attacking members of the public in Merseyside each year.

Since 2013, Merseyside Police has reportedly recorded 531 incidents, while the number of situations involving attacks on bouncers is believed to have remained small. Of course, the article only focuses on Merseyside and, as concerning as it might be, we’re sure the same can also be said for other parts of the country. This isn’t an issue that’s happening within the realms of Merseyside and Merseyside alone.

Bouncers, doormen, door supervisors, whatever you’d like to refer to them as, have an incredibly responsible role to play, keeping members of the public safe in all sorts of different circumstances. But, unfortunately, this level of responsibility isn’t taken seriously by everybody who works the doors.

Why? Well, there are a number of factors at play here, but having spent more than 20 years working with the door security industry, we know that the root cause is undoubtedly training or, lack of it.

How are bouncers meant to know how to successfully diffuse conflict if they haven’t been armed with the necessary knowledge or tactics? Door security is a skill, not just simply a case of turning up and looking menacing and muscly.

For all too long, we’ve championed the need for bouncers to be given better training. Better training provides real assurances. Better training is what guarantees volatile situations are dealt with using psychology, not fisticuffs.

We can think of very few professions, especially front-line roles, where employees are expected to do their work without being given the necessary training to enable them to do their jobs properly. The door security sector shouldn’t be an exception.

All door staff, regardless of if they work at a major venue or a not-so-well-known bar, should be equipped with professional conflict management training. This provides them with skills necessary to manage challenging behaviour by interpreting situations and pre-empting people’s next steps and only ever using physical intervention as a last resort.

For details of what this type of conflict management training looks like in practice, take a look at our range of courses, designed specifically for door security professionals. In the meantime, if you’d prefer to discuss your training requirements with us, contact us on darren@good-sense.co.uk or 0845 576 0035. 

Meet the man behind GoodSense Training

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Founder of GoodSense Training, Darren Good, has been at the forefront of conflict management and physical intervention for the last 20 years.

Darren’s aim is to revolutionise how conflict resolution, conflict management, personal safety and physical intervention is taught around the world. And he’s travelled to the US, Brazil, Thailand and Hong Kong to train with some of the best instructors in the world to help achieve his vision.

Darren literally lives and breathes conflict management and physical intervention training. It’s what’s enabled him to build GoodSense Training into the business that it is today and make a name for himself as a pioneer within the industry.

Leading business title, Business Quarter (BQ), recently caught up with Darren to find out more about his business journey so far.

You can read the full article here.

Women Empowered: GoodSense founder set to hold free self-defence training

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At the end of last year, female boxer, Kerry Orton, hit the national headlines for using self-defence skills to fight off two thugs who tried to steal her handbag.

The 30-year-old from South Yorkshire gave one of her attackers a right hook and then elbowed and jabbed the second with her handbag. According to newspaper reports, Kerry felt empowered after the incident and admitted that the end result would have been totally different if she hadn’t learnt the skills to defend herself.

Although it’s not an experience that we want women to ever experience, Kerry’s story illustrates just how important it is that women of all ages know how to protect themselves should they ever find themselves in the same shoes as Kerry.

Just a month before Kerry’s incident, Jyoti Matoo, Editor in Chief of Voir magazine, was followed by a man as she walked home from Leeds City Centre. When she realised she was being followed, she turned around and faced the man, stopping him in his tracks.

It was only when she watched the CCTV footage of the incident afterwards, did Jyoti realise just how close her stalker had got to her. Jyoti’s frightening experience spurred her on to do something positive to empower the women of Leeds to defend themselves – and that’s where we come in…

 

We’ve joined forces with Jyoti and her team and Leeds PR agency, MacComms, to hold a free women’s self-defence workshop on Tuesday, March 6

Led by Darren Good, founder of GoodSense Training, Women Empowered is a comprehensive self-defence programme for women (click here to book your place).

Having studied self-defence systems since the age of 16, Darren is a master practitioner in Neuro Linguistic Programming (NLP) and has 20+ years’ experience of coaching to drive behavioural change. He’s also a member of the Institute of Conflict Resolution and works closely with the National Federation for Personal Safety to maintain his evidence based on current legislation.

 

Women Empowered will be based on verbal, physical and psychological defence strategies that have been tested and proven over two decades

As well as sharing a range of strategies for women to defend themselves, Darren will also provide key insights into the way in which women are attacked in comparison to men. He’ll also be focusing on physical techniques that are specifically designed to deter and stop attacks.

For more information about the techniques and strategies that will be covered at the forthcoming session, which takes place from 5.30pm until 8pm, contact Darren Good on darren@good-sense.co.uk or 0845 576 0035. To book your place, visit the event page.

Why choose GoodSense for your conflict management and physical intervention training?

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Why should we choose you?’ is one of the questions we regularly get asked by people. And if they don’t ask it, then we know most of them are thinking it.

It’s a very good question and, because it’s one we hear so often, we thought we’d let you in on why so many people choose us, as well as recommend us to others and, more importantly, use us time and again.

Well, first and foremost, we’ve been providing conflict management and physical intervention training for more than 20 years.

During this time, we’ve worked with people from a wide range of sectors, such as education, NHS, transport and councils.

We’ve also delivered 10,000+ courses that we’ve received 98% positive feedback for, which we’re incredibly proud of.

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Last, but by no means least, all of the training we deliver is of a world-class standard. Many of our courses are nationally-accredited with industry-recognised bodies, including The National Federation for Personal SafetyHighfieldSIA and BTEC, to name but a few.

And our trainers have all of the necessary accreditations to deliver our training in line with the latest industry guidelines and standards, including The Institute of Conflict Management. (Find out more about our approach).

There are numerous reasons why people choose us and we’re incredibly proud of the fact that they do. We’re at the forefront of our game and are passionate about leading the industry with our pioneering training and techniques.

 

Are you ready to choose us? For more information or to discuss your requirements with us, contact us on 0845 576 0035 or info@good-sense.co.uk. In the meantime, for more insight on our industry-leading training, check out our blog, ‘What World-Class Conflict Management and Physical Intervention Training Looks Like in Reality.’