Latrobe Community Health Service

This module is designed for front of house staff that may be called upon to help or intervene in a situation that is spiralling out of control. Suitable for managers and assistant managers or any staff who may be in the position to act as a third party to a dispute. This training includes fall back options when face to face negotiating is not working. The objective is to improve staff and public safety when the situation has turned aggressive and the potential for mental or physical harm is imminent. Controlling the crisis is paramount – customer service is not the emphasis – Work Health Safety concerns are. The second part of the course includes understanding all the critical elements that are required to be covered when designing comprehensive Aggression Management Procedures for the workplace.

Elements of competency:

1. Identifying additional barriers such as – Drugs / Alcohol and Mental health issues.

2. Advanced warning.

3. Third party intervention strategies.

4. Terminating an aggressive interview safely.

5. Duress response.

6. Designing Customer Aggression Procedures.