Under the Health and Safety in Employment Act 1992, all employers are legally required to take all practicable steps to ensure that the work place is safe and that customers are trained to manage violence, the same as for any other hazard in the workplace.
Employees that are stationed in the frontline are at a higher risk. While most organisations may already have their plans in place but when it comes to the crunch, managing violent and aggressive behaviour requires several skills and sense of awareness that can only be cultivated through hands-on simulation training.
Dealing with Aggressive and Potentially Violent Customers will take you through the appropriate responses required to de-escalate aggressive and violent behaviour right down to reporting and documentation of incident.
Outline
Introduction and Dealing with Incidents
Defining aggressive/violent behaviour
• Situational assessment
• Recognising the warning signs of a potentially threatening or violent situation
• How to manage hostile behaviours that could potentially turn into violent confrontation
• Recognising when a situation is escalating
• Controlling your own reactions to prevent aggravation and violence
- Angry or hostile customer
- Threatening with gun/weapon
- Telephone suicide/bomb threats
Managing Groups/Other Customers during Incidents
• Establishing a group behaviour management plan
• Proper actions to take during an incident
• Crowd control
Developing an Emergency and Crisis Response Plan
• Identifying potential safety hazards
• Reviewing and updating current personal safety plans
Determining course of action in the event of a life-threatening situation
• Establishing an escape route from dangerous situations
• Ensuring that duress alarms, safety screens and access controls are strategically located and functional
• Developing a system that alert co-workers when help is needed
• Design of space and arrangement of furniture/merchandising stands that provide natural barriers, ease of escape, placed within the line of sight and avoid blind spots
Post-Incident
• Incident debriefing
• Preservation of the scene of incident
• Avoiding contamination of information
• Victim support for employees affected
• Recording and classifying incidents
In-house Training
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