Direct Public Interface
Dealing With The General Public
Any worker who interfaces directly with the general public is at risk from confrontational and aggressive behaviour. This can lead to stress and an inappropriate response to challenging conduct. Many roles in government bring staff into conflict with the public, due to the fact that service users do not aways appreciate way that rules and regulations have to been implemented. In addition, many service users have unrealistic expectations, and this can lead to high levels of confrontation.
Those at the Front Line who have to deal with confrontational verbal or physical threats can be unnerving for staff untrained to deal with such actions. By providing Personal Safety Training, the employer can ensure that the workforce is better equipped to respond appropriately.
Includes the following modules:
- Personal Safety:
- Assessing the Risks:
What dangers arise;
Areas of risk;
Identifying risky behaviour - Understanding Aggression:
Identifying the signs of aggression;
Triggers to aggression;
How to deal with the aggressor;
Personal Space - Conflict Management:
Using language,
body language and deflection to
manage potential and actual conflicts - Dealing with Potentially
Dangerous Situations
Utilising Life Skills to deal with
aggressive and violent behaviour - Planning Personal Safety
How to mitigate risk
Look for potential solutions - Self Defence and the Law:
Your rights; What constitutes acceptable
Self Defence actions;
What you can do legally to ensure that
you, and others, are safe - Duty of Care
- Physical Intervention & Breakaway Training:
How to disengage; Dealing with an attack;
Breakaway techniques
Handling Aggression In A Direct Public Interface Position
The Personal Safety and Breakaway Training Seminar is designed to impart skills and strategies for dealing with the aggressive service user. The ability to deal with the confrontational or aggressive service user is an acquired skill which is imperative to ensure the safety of both parties.
In order to deal with challenging situations, Personal-Safety-Training.com can provide management and staff members with the tools to ensure that a deteriorating situation is dealt with effectively and safely, and it is to the benefit of all parties to realise a satisfactory outcome. The Seminar offered covers all aspects of challenging circumstances, and provides a number of responses that assist in resolution of conflict. Should this fail in the final instance, Breakaway Training is provided to enable the staff member to escape and seek assistance.
A Certificate of Attendance is presented to all participants, and attendees are requested to complete a feedback form on completion of the course, in order that we can continue to improve our workshops and courses.
For more information, or to book a Personal Safety Training Seminar, please contact us on 01279 419427, or email from our contact page.