Description

Confrontation Management 

Employees who work directly with the public often face multiple challenges and must leverage a broad range of skills to support their clients. Interacting with frustrated or aggressive people can be a shocking and scary experience. This course helps your staff develop the skills and confidence to better identify and address these situations and prevent a challenging situation from becoming a critical incident. Avoiding confrontation is as much about cultural awareness as an operational tactic. 

The course will include: 

• Personal safety strategies 
• Reviewing factors that may escalate interactions 
• Setting emotional and physical boundaries 
• Responding to Confrontation (Difficult, Disruptive, Dangerous) 
• Interactive role-playing 

Field Safety and Security 

Employees who work away from the structure and support of an office environment face a wide range of challenges, hazards, and threats. Very often they must face these situations alone. This presentation is an introduction to a range of prevention strategies including how to recognize warning signs and indicators of concerning behavior and more importantly, what to do if they find themselves in uncomfortable and/or challenging situations. 

The course will include: 

• Using Situational Awareness to Protect Yourself 
• Developing a Process for Working in the Field 
• Recognizing the Warning Signs of Potential Violence 
• Managing Confrontation

Confrontation Management 9am-12pm (3hours) 

Lunch 12pm-1pm 

Field Safety & Security 1pm-4pm (3hours)