Why undertake Tactical Communications, Resilience and Managing Aggressive Clients Training?
Heightened Risk
Front line staff, including customer service officers, have a challenging task. Delivering regulatory obligations and providing advice to potentially unhappy members of the public, can be stressful and carries heightened risk.
Risk to staff is elevated if carrying out these tasks occurs outside of the office setting. The reality is that sometimes public servants find themselves delivering obligations at someone’s business, their home, on a farm or in an isolated area.
Risk to Staff Outside Office Settings
Risk to staff is elevated if the carrying out of these tasks occurs outside of the office setting. The reality is that sometimes front line staff find themselves delivering obligations at someone’s business, their home, on a farm or in an isolated outdoor environment.
Safe Workplace
Employers have a duty of care to provide front line staff a safe workplace and mitigate workplace risk.
Based on policing, law enforcement and behavioral science best practice, our training goes a long way to meeting these obligations.
Meeting Obligations
Our training goes a long way to meeting these obligations.
Developed by Bill Turner, APM, Tactical Communications incorporates situational awareness, operational safety, resilience and aggression management training.
Customers
-
Understand and practice situational awareness
-
Learn to communicate assertively with influence
-
Promote professionalism and reduce risk
-
Manage conflict and potentially aggressive clients
-
Recognise and de-escalate a threatening situation
-
Learn about resilience and how to manage stress, anxiety and anger
-
Know how to withdraw safely when threatened with verbal or physical abuse
-
Be able to defend self and others*
-
Understand the lawful and safe use of restraints*
-
Learn how to deal with armed robbery*
Specialised courses available on request
Individual
Organisation
-
Ensure staff are properly equipped to handle conflict, aggression and stress
-
Reduce agency risk and adopt best practice in tactical communications, situational awareness and operational safety
-
Demonstrate to employees that staff welfare is paramount and that their difficult roles are appreciated
-
Support front line staff that routinely deal with unhappy, uncooperative or potentially angry clients to better meet workplace safety and health obligations
-
Provide staff with known strategies to improve resilience, reduce stress and psychological impacts when dealing with aggression
-
Reduce the number of conflicts, and complaints, from members of the public
Individual
-
Understand and practice situational awareness
-
Learn to communicate assertively with influence
-
Promote professionalism and reduce risk
-
Manage conflict and potentially aggressive clients
-
Recognise and de-escalate a threatening situation
-
Learn about resilience and how to manage stress, anxiety and anger
-
Know how to withdraw safely when threatened with verbal or physical abuse
-
Be able to defend self and others*
-
Understand the lawful and safe use of restraints*
-
Learn how to deal with armed robbery*
Specialised courses available on request
Organisation
-
Ensure staff are properly equipped to handle conflict, aggression and stress
-
Reduce agency risk and adopt best practice in tactical communications, situational awareness and operational safety
-
Demonstrate to employees that staff welfare is paramount and that their difficult roles are appreciated
-
Support front line staff that routinely deal with unhappy, uncooperative or potentially angry clients to better meet workplace safety and health obligations
-
Provide staff with known strategies to improve resilience, reduce stress and psychological impacts when dealing with aggression
-
Reduce the number of conflicts, and complaints, from members of the public
Department of Environment, Compliance Officer
Trainer was outstanding and delivered with empathy while giving great tips in how to manage aggressive customers.
Council Inspector
Outstanding day and a lot of practical insight into how I can do my job more safely and confidently.
Resources Health and Safety Queensland
Great Training. Thank you. Excellent interaction with the group.