As part of a training programme that I am putting together I have been asked to include a session on disengagement techniques. I do not have a clue what this means help please! The training being created is for staff who will be contacting witnesses over the phone to ensure that they attend court. Any help would be greatly appreciated, especially if anyone has any exercises / role plays
Craig Mitchell
5 Responses
To leave the scene having made a change.
Craig
There is a growing awareness that training is only effective when the trainer is on site.
What people want is to see some strategy that will allow the trainer/implementer to leave while the strategy/training continues to be effective.
Normally this is effected by leaving masses of process that everybody assumes will continue to be applied.
The real result is that unless the staff are allowed to take ownership the initiative/training will cease to be effective very rapidly.
The only effective disengagement technique that I know is to create the environment that will allow people to take ownership.
Peter
thanks for your response
Hi Peter, thanks for this. im not sure were on the right wave length with this one! What i was asking was not disengagement techniques for the trainers but for the delegates to use in their work. Apparently there are certain techniques that you can use to remove yourself from a situation effectively. These people will be working over the telephone and its about being able to know when you can no longer help the person and what organisations to pass them onto.
thanks for your response
Disengagement
Craig
I guess you are in the CPS and this is connected to the Witness and Justice initiative. There is a full strategy for this training so you may find it useful to get hold of a copy.
As to disengagement, I think this relates to how to best end the conversation/relationship – letting go. It is important to have good contact with a witness and cover all the issues that might get in their way of attending court. This may involve several conversations. You have to know at what point your responsibilty ends and how to end things clearly and in friendly way (they may be needed again later).
There are no off-the-shelf exercises that are sufficiently tailored to your context but a simple exercise might involve small groups identifying what would need to happen to arrive at an ideal disengagement. Then coming back to the main group to either do a straight report back or to act out the scenario.
As an aside, disengagement techniques are also vital for consultants and sales reps. Others may have inspiration from that type of training that they can offer.
Hope that helps.
Graham
oops
My apologies Craig
I was thinking of the situation where a change has been made in the
workplace and the person who made that change wants to leave while the
change continues to be effective. I have never worked over the
telephone. Good luck
Peter
Disengagement
Craig
Have you looked at the training provided to call centre staff or social care staff you have to ‘disengage’with customers and service users in similar circumstances.
Gary