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 | |
|---|---|
| Conflict resolution – calming internal and external customers | |
| Calming methodologies explained | |
|
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 Verbal Judo concepts such as Tactical Assertive Communication (TAC) and Non-Violent Communication (NVC) to teach participants skills to assist during high conflict situations. |
|
| Delivery | |
| Our specialist trainer is skilled in the concepts of Verbal Judo and 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 | |
|
Please contact Peak Services for course fees or a proposal for onsite/in house training. |
|