Course Outline
Download Full Course Outline (PDF)Who should Attend?
The “Dealing with Hostile & Violent People” program is suited to all levels of local government, in particular customer service staff and outdoor workers where interaction with the public may become hostile.
Potential audiences
- Customer Service centres
- Council libraries
- Outdoor workers (road crews, parks & gardens)
- Local laws officers
- Parking inspectors
- Bus drivers
Learning Outcomes
Participants will be gain valuable skills in de-escalating conflict or threatening situations.
Short Course details
| Short Course Topics | |
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| Conflict resolution – calming internal and external customers | |
| Calming methodologies explained | |
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A number of scenarios and case studies are workshopped and role-played during this program. Our program will be customised to include areas of concern for the audience. Our program instructor interacts closely with attendees to re-enact a variety of conflict situations in a non-threatening and open environment. Our trainer uses Tactical Assertive Communication (TAC) and Non-Violent Communication (NVC) to teach participants skills to assist during high conflict situations. |
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| Delivery | |
| Our specialist trainer has over 23 years instructing and inspiring course participants to overcome difficult situations. Join us for this lively, instructor-led, interactive and practical course that will enhance the participants’ abilities to deal with any hostile situation. | |
| Duration & Location | |
| Our standard structure for this workshop is 1 full day and can be delivered in any metropolitan or regional area of Queensland. Customisation is available based on individual council requirements. | |
| Fees & Inclusions | |
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Please contact Peak Services for course fees or a proposal for onsite/in house training. |
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