Conflict Mitigation Training for Drug Screening Professionals

August 11, 2021 12:23 pm Published by

If the drug and alcohol screening professional follows their training and does their job carefully and correctly, most specimen collections for drug or alcohol testing run smoothly. The donor understands why they must be tested and complies with directions from the testing professional.

But what happens when this is not the case?

For donors, submitting to a drug or alcohol test can be a highly emotional experience. They may fear losing a job, having their children removed from their custody or being incarcerated. They may resent being suspected of drug or alcohol use, or even taking time out of their day to travel to the collection site.

At some point, every collector will likely encounter a customer who is unhappy and resistant to the process. The collector’s professional duty is to successfully complete the test, no matter how difficult a donor is to deal with. The least-desired outcome for the collector, collection site and the entity that ordered the test, is for the collection to be canceled because an uncooperative donor has disrupted the process.

This conflict mitigation training provides drug and alcohol screening professionals with tools and strategies for dealing with difficult donors and moving a test forward, even when they encounter resistance. This course is developed for regulated or non-regulated urine drug screen settings, as the processes and protocols for these are solidified and thoroughly documented. However, the lessons in this training also apply to any drug or alcohol testing process where the collector has direct contact with a donor.

Conflict mitigation training enhances existing collector training by building on the drug and alcohol screening professional’s skills to successfully perform collections and support health and safety efforts to keep workplaces and communities drug-free.

Professionalism and the Collector's Role Protocol and Process as Conflict Mitigation Strategies Use Active Listening Skills DOs and DON'Ts for Dealing with Angry Customers Training, Practice and Focus Role Play Situations Conflict Mitigation Training Conclusion and Exam

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This post was written by Christine