Advance Customer Aggression Management

The basic course of instruction in Negotiation & Crisis Intervention mainly dealt with controlling strategies for mid-level face to face aggression. In this course we take conflict resolution to the next logical level.

  • When dealing with people face to face unfortunately there are times when aggression levels exceed our own coping mechanisms and the need for third party assistance may be required. This is normal and should not be taken as a slur on a staff member’s competency level.
  • When a high level incident does occur it is normal for a staff member who is directly involved to become disoriented. Other staff may also be shocked what they have seen or heard. Training and team work are the two most important tools staff have to regain control in an aggressive incident and resume work place harmony.
  • Very few work place have aggression management procedures or if they do they are generally in booklet form and can’t be found in an emergency. Designing aggression management flow charts that can be scanned in seconds can be a valuable tool in giving staff options in a crisis.

CRT&C has designed this course to be highly interactive and more challenging than the basic course in conflict resolution.

Aim

 

We aim to improve personal safety in the work place by reducing the risk of exposure to physical or mental harm, by training staff to successfully prevent escalation of client anger, or by intervention in an aggressive situation.

Objective

 

At the completion of the modules in Advanced Aggression Management the participant will be able to demonstrate a competent level of understanding of the following topics:

  • Midlevel prevention and intervention strategies. ( refresher )
  • Advanced warning- identifying and considering the threat assessment.
  • High level intervention strategies involving use of third part intervention.
  • Terminating an aggressive interview safely- all aspects of safe termination are considered.
  • Recognise hidden objections or barriers- Drugs/Alcohol and Mental Health issues
  • Duress Response- team response or individual control of the incident is covered.
  • Design a customised aggression management flow chart.

Then Advanced course is delivered in a “train the trainer” method. All participants will have the knowledge on how to train their own staff or colleagues on how to implement the strategies taught. This allows for continuity and also- what happens if the only staff member trained in crisis management is the one under verbal or physical attack.