If you work with the public every day, you are likely to be personally confronted by an angry customer. This puts your personal safety at risk. Knowing how to deal with these conflict situations will help to keep you safe and make you more resilient in these stressful situations.
A confrontation can come from an angry and frustrated customer, someone suspected of being intoxicated or a suspected thief.
Course Overview and Objectives
As a bonus, the course will give you insights into how to remain resilient if you are constantly working in stressful situation dealing with the public. There is also a bonus section on how to deal with difficult people on the phone.
This is a comprehensive and compressed course. Its focus is to impart the most relevant information in short instructional and scenario based videos lectures. Learn from the experts how to increase your personal safety and reduce risk.
This course is to the point, factual, with high quality video to give you the most learning impact, in the shortest amount of time.
For the course Hendrik van Wyk, of Profiled Productions brings you lectures, video scenarios, and interviews from people that are experts in their respective fields. For this course you will meet:
Bruce Couper: Bruce Couper is the Managing Director of RISQ New Zealand Ltd. After 11 years in the NZ Police service where he served in both the uniform and criminal investigation branches, Bruce entered the business arena in the early 1990s. Bruce has specialized in helping companies keep their personnel safe from security and personal safety risks for over two decades. This included developing courses in the NZ market that he successfully licensed to Group 4 in the UK over a 5 year period (1994-1999).
Bruce has worked with, and for many government agencies, corporates, local authorities, retailers and SMEs to provide advice and real training materials and courses that have reduced security and crime risks and made people safer.
Bruce is a former Chairman and now a Life Member of the NZSA (New Zealand Security Association). Bruce is a former Chairman for ASIS International (New Zealand Chapter 148).
Charles O'Donnell: Charles is an independent security consultant providing security risk management and advisory services to corporate and commercial clients, public and private sector, and to security service providers. He specializes in security framework and organizational design, policy, risk assessment and analysis, physical and electronic security design and review, and incident management.
With a total of 26 years security industry experience, 19 years have been spent working in New Zealand and Australia for Multi National Corporates including Westpac, National Bank of New Zealand and IBM.
Charles is a current member of ASIS International and ASIS New Zealand and has also been a contributing member of the Crime Prevention Partnerships Forum and the New Zealand Bankers Association Physical Security Working Group.
Lance Burdett - Director & Consultant – Warn International: With 22 years of policing experience at the highest level, Lance worked in senior management positions with a primary focus on leading and developing units in: the 111 emergency call centre, the protection squad, intelligence management and emergency responders. He has a track record of leading successful teams through recruitment, training, professional development, motivation and welfare support.
Lance specializes in suicide intervention and in predicting violent behaviour in his 13 years as a negotiation instructor for the NZ Police. He is lauded for his practical training sessions tailored to the target audience and their workplace.
Lance was the National Advisor for all NZ Police Negotiation Teams tactical teams. He completed the NZ Police Negotiation Qualification Course, qualified on the FBI Negotiators Course held in Quantico, USA, and attended the Counter Terrorist Negotiators Course held in Darwin, Australia.
Get an overview of the structure of the program and the main topics that will be covered.
Identify the purpose of the program and the benefits from completing it.
Understand the threat through a series of typical conflict scenarios. Scenarios included in this course:
How to deal with thieves or potential thieves.
Understanding safe spaces and the role it plays in de-escalating conflict and reducing risk.
Understanding your stress response and how to deal with it in a conflict situation.
Realize the impact of your body language in escalating or defusing a conflict situation.
Applying simple tools and techniques to defuse a risky situation and increase safety during a conflict.
Building rapport with an angry or frustrated customer.
Managing situational safety and using techniques to reduce risk during a conflict.
Summary of the Program content.
How to deal with a person when they are angry over the phone.
People that work continuously in stressful situations need tools and techniques to be resilient and stay healthy. Here are some guidelines on how to look after yourself when you are constantly under pressure dealing with difficult customers or situations.
This is a quiz to validate understanding of the concepts and techniques of the course.
Hendrik is a seasoned management professional, consultant, producer and entrepreneur with over 25 years of business experience on three continents. He now uses this experience to help companies with industry leading online solutions, and good video to improve their businesses.
Companies succeed through their people. Hendrik's main passion is to help them invest in the development of their staff to better their business. To achieve this he works with expert collaborators from various industries to offer training, development, coaching and mentoring services. Together they make good businesses even better.
With his global team he serves clients in Australasia, North America, or wherever there are opportunities to innovate, lead and achieve great results for individuals and companies.
In his spare time he is a Gelato Master, Nougatier, Leather Carver and Ice Hockey Coach.