Handling violence at work

Respect customers, keep staff safe

If your organisation deals with customers who have the potential to exhibit threatening or violent behaviour towards staff, this course will be a valuable source of ideas, skills and strategies. We have built this up over 20 years of working with clients who may be at higher than average risk of violence from customers or the public. We will share insights gained from working with a range of organisations, many in the public sector.

Our handling violence at work course outline includes:

• Understanding ‘Violence At Work’
• Establishing what can go wrong
• Understanding perceptions and expectations
• Overview of how difficult situations develop:
• ‘Trigger, Interpretation, Arousal, Behaviour’
• How to avoid accelerators – using communication skills to prevent situation escalating
• Identifying key diffusion techniques to help deal with a variety of situations to include:

- Angry clients
- Abusive and potentially violent clients
- Threats and Manipulation

• Subsequent feelings and support mechanisms
• ‘Telephone Rage’
• Identifying scenarios for practical work
• Practical work and feedback
• Action Planning
• Review

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