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Client-initiated aggression and violence
is becoming an increasingly costly and concerning issue for
staff and managers
alike. It is in an employer’s best interests to reduce
the cost of staff absenteeism, lost productivity and low
morale by providing a safe working environment for employees
with appropriate control measures to address client-aggression
and violence. Such control measures include effective policies
and workplace procedures together with quality training to
ensure staff are equipped with the necessary knowledge and
skills to appropriately and safely respond to client-initiated
aggression and violence.
The Australian Institute of Criminology1
argues, ‘Training
for client-initiated violence prevention should be included
in all induction and re-training courses and more frequently
for “at risk” staff.’ Higher risk work
environments include: those dealing directly with the public;
lone workers; those working at night or early mornings; off-site
workers; those dealing with cash; and workplaces located
in high crime areas2. Industries with the highest risk include:
health; welfare and community services; hospitality; education;
property and business services; retail trade; public administration
and public transportation3.
Personal Safety Australia Dealing with Difficult and Aggressive
Clients Awareness Sessions and Workshops are custom-made
to ensure training is entirely relevant to the client organisation,
incorporating relevant organisational policy, procedures
and work environment considerations.
| References: |
| 1Australian Institute of Criminology, Violence
and Public Contact Workers, Canberra. |
| 2Australian Institute of Criminology 2000,
Preventing Client-Initiated Violence: A Practical Handbook,
Canberra. |
| 3Australian Institute of Criminology 2000, ‘Violence
has no place in the workplace’ media release issued
21/2/2000. |
| Purpose: |
To equip, empower and inspire clients with
an awareness of strategies and skills to assist them
to maintain their personal composure, safety and wellbeing
and provide an excellent standard of customer service
when dealing with difficult and aggressive clients.
|
| Duration: |
2 – 3 hours (custom-made to meet client needs)
|
| Target audience: |
All levels of staff working in customer service roles.
This awareness session is provided exclusively as ‘in
house training’ and incorporates relevant organisational
policy, procedures and work environment considerations.
|
| Participant numbers: |
Up to 200 participants
|
| Learning objectives: |
Awareness sessions are custom made to meet client needs.
Optional topics inclde:
- Factors contributing
to people exhibiting difficult and aggressive behaviour
- Organisational
workplace safety policies and procedures
- Preventative
strategies to avoid and quickly diffuse conflict
- On-the-spot
risk assessments of difficult or aggressive clients
and methods to respond appropriately to the relevant
threat level
- Communication
and problem-solving skills to effectively diffuse
and resolve difficult situations
- Strategies to
maintain their own safety, the safety of colleagues
and other clients when dealing with difficult or
aggressive clients.
|
| Learning methods: |
Lecture-style presentation with visual aids. Participants
will have the opportunity to ask questions.
|
| Testimonials (2007): |
'Very interesting
and entertaining.'
'I could have
listed about this all night – very interesting.'
'A very informative
and practical evening with issues relevant to FDC
(family day care) addressed and presented in a very
professional manner.'
'Overall one of
the best inservices we have had.'
'Great workshop – enjoyable
and educational.'
'I'm glad I came – very
interesting and well explained.'
|
| Further information: |
Further information regarding this workshop can
be accessed by visiting the Member
Login section or by contacting
us.
|
| Purpose: |
To equip, empower and inspire clients with
a range of strategies and skills to assist them to maintain
their personal composure, safety and wellbeing and provide
an excellent standard of customer service when dealing
with difficult and aggressive clients.
|
| Duration: |
1 day (approximately 8 hours including meal breaks)
|
| Target audience: |
All levels of staff working in customer
service roles
This training is provided exclusively
as ‘in house training’ and incorporates
relevant organisational policy, procedures and work
environment considerations.
|
| Participant numbers: |
8 – 20 participants
|
| Learning objectives: |
On completion of this workshop, participants
will be able to:
- Demonstrate
an understanding of factors contributing to people
exhibiting difficult and aggressive behaviour
- Demonstrate
an awareness of organisational workplace safety
policy and procedures
- Implement preventative
strategies to avoid and quickly diffuse conflict
- Conduct on-the-spot
risk assessments of difficult or aggressive clients
and respond appropriately to the relevant threat
level
- Implement a
range of communication and problem-solving skills
to effectively diffuse and resolve difficult situations
- Maintain
their own safety, the safety of colleagues and
other clients when dealing with difficult or
aggressive clients.
|
| Learning methods: |
Class and group activities, role-plays, brainstorming,
discussion and other interactive methods. Participants
will also have an opportunity to share actual examples
of difficult clients and situations they have encountered.
|
| Testimonials (2006-7): |
‘Enjoyed
the training and recommend this to trainees in
customer service as a mandatory requirement.’
‘Crucial
in our day to day role with Council.’
‘I feel
more confident in dealing with customers. Excellent
training.’
‘Great course
and I have over 30 years experience in customer
service and over 20 years self defence experience.’
‘Knowledge
and presentations skills of facilitator were excellent!!’
‘Very interesting
and inspirational.’
‘Enjoyed
the self defence tactics and found the
role playing important.’
‘Great workshop – I
will encourage more members to attend.’
‘Excellent
presentation skills – very professional.’
‘Kim was
a very effective teacher and had more
than enough knowledge. I highly rate this course.’
‘This is
one of the best learning days I have ever had’.
‘Kim is
a very good facilitator. Her vast background and
experience shows in her ability to put that across
to her students’. |
| Further information: |
Further information regarding this workshop can
be accessed by visiting the Member
Login section or by contacting
us.
|
< Back to Workplace
Safety Services
|
