Personal Safety and Conflict Management Course
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Personal Safety and Conflict Management Course

Know How to Deal with Angry and Frustrated Customers in Day-To-Day Conflict Situations and Increase Your Personal Safety
0.0 (0 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
1 student enrolled
Created by Hendrik van Wyk
Last updated 4/2017
Current price: $10 Original price: $100 Discount: 90% off
5 hours left at this price!
30-Day Money-Back Guarantee
  • 32 mins on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Identify conflict situations that has a likely risk to your personal safety in the workplace.
  • Understand the impact a conflict situation has on you physically and mentally.
  • Know how to manage your involuntary physical and mental responses to a stressful situation.
  • Understand the impact your behaviour has to escalate or de-escalate a conflict situation.
  • Learn how to interpret the body language of an angry or frustrated customer in a conflict situation.
  • Know how to best to respond and communicate with agitated and angry customers
  • Understand which situations may put you at risk of conflicting behaviour in the work place and which will help you be safe.
  • Provide you with more confidence on how to deal with conflict situations and increase your competence to do it safely.
View Curriculum
  • You will need a willingness to learn and make the material your own.
  • You must be able to formulate your understanding of the key course objectives.
  • Work through the material completely.
  • Dedicate time to personalize the content, and practice the scenarios.

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

  • Identify Conflict Situations: In this course we will be identifying the likely and potential conflict situations that you can encounter in a workplace. 
  • Deal With Stress Response: You will discover and understand your own stress response. 
  • Tools and Knowledge to Stay Safe: You will be quipped with the knowledge of how best to conduct yourself in stressful confrontational situations. Learn the tools for defusing the situation and how to remain safe. 

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.  

Who is the target audience?
  • 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. This course is for all people that deal with the public in person or over the telephone.
  • If you are at risk you will be better equipped to handle yourself during a dangerous situation such as dealing with an angry or intoxicated customer.
  • This course cannot guarantee your personal safety, but it will give you the knowledge and understanding to reduce the risk to you, your customers, colleagues and to your business.
  • This program is for all people that are at risk daily from angry and frustrated customers, potential thieves or intoxicated persons where disagreement or conflict could be an issue.
  • If you work in hospitality, retail, provide a service, answer complaints or deal with issues then this is the course for you.
Compare to Other Conflict Management Courses
Curriculum For This Course
Introductions and Overview
4 Lectures 05:00

Get an overview of the structure of the program and the main topics that will be covered.

Preview 01:31

Identify the purpose of the program and the benefits from completing it.

Preview 01:02

Meet the presenters, Bruce Couper and Lance Burdett.

Preview 01:10

Get an overall structure of the program and a guideline to what will be covered.

Preview 01:17
Conflict Scenarios, Tips and Techniques
9 Lectures 21:32

Understand the threat through a series of typical conflict scenarios. Scenarios included in this course:

  • When people try to steal.
  • Customer with a complaint about a product or a service.
  • Dealing with an intoxicated person.
  • Having to refuse service in retail where alcohol is sold.
  • Dealing with a suspected thief.
Preview 07:35

How to deal with thieves or potential thieves.

Dealing With Potential Thieves

Understanding safe spaces and the role it plays in de-escalating conflict and reducing risk.

Safe Spaces During a Conflict

Understanding your stress response and how to deal with it in a conflict situation.

Managing Your Stress Response

Realize the impact of your body language in escalating or defusing a conflict situation.

Influence of Body Language on Conflict Situations

Applying simple tools and techniques to defuse a risky situation and increase safety during a conflict.

Play Your ACE's and Stay Safe

Building rapport with an angry or frustrated customer.

Gaining Rapport

Managing situational safety and using techniques to reduce risk during a conflict.

Your Safety APP

Summary of the Program content.

Bonus Lectures
2 Lectures 05:17

How to deal with a person when they are angry over the phone.

Bonus Lecture: Managing Conflict on 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.

Bonus Lecture: Staying Resilient

This is a quiz to validate understanding of the concepts and techniques of the course.

Personal Safety and Conflict Management Quiz
11 questions
About the Instructor
Hendrik van Wyk
4.3 Average rating
2 Reviews
17 Students
2 Courses
Facilitator, Mentor, Entrepreneur, Philosopher, Producer

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.