AAA Safety Training

AAA Safety Training

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Conflict Management

Introduction

Conflict-Management_246_174It is sad, but none the less true, that most if not all customer orientated organisations experience problems with regard to work related violence. Indeed, many are surprised to learn that such work related violence does not only affect the sectors related to security and policing but to most organisations that are customer-facing. All to often we read in the print media of cases of work related violence, shockingly these cases often relate to aggression and/or violence being directed toward those people who are trying to offer help and comfort.

For whatever reason there seems to be a growing tendency within our society, for some individuals, to allow their frustration for what they perceive as poor service etc, to manifest itself in a personal and physical attack on front line staff. Staff who are merely trying their very best to provide an efficient and effective service.

For clarification, Workplace Violence, is defined by the Health and Safety Executive as:

“Any incident where a person is abused, threatened or assaulted in circumstances related to their work”.

Whilst organisations may be unable to totally remove the risk of incidents of work related violence occurring, there are ways in which such risks can be mitigated. One such method is the provision of effective training courses, which provide staff with the knowledge and skills to confidently deal with and defuse incidents of customer conflict.

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