HLG

Surviving on the Frontline

This course is designed for reception and other non specialist support staff who have contact with an organisation’s clients or members of the public in circumstances which could be stressful or difficult. The course will increase participants confidence in stressful situations, provide an opportunity to gain and practice practical skills and to understand their support needs in this difficult area.

Aim

To increase reception and non specialist support staff confidence and ability to deal with challenging and difficult behaviour.

Objectives

By the end of the course participants will;

• Have considered a range of scenarios that might affect them in their work settings;
• Know the common causes and signs of aggression;
• Know a range of different methods of dealing with violent and aggressive behaviour;
• Know how to create and manage an environment where violence is less likely to occur;
• Know how to learn from any incident so that improvements in management can occur;
• Have considered the basic application of risk assessment;
• Have applied their learning by looking in detail at situations that affect them in their workplace;
• Developed skills in managing difficult telephone calls;
• Receive tips on how to manage conflicting demands when working in difficult situations (i.e. telephones and reception duties etc.)

• Know what action to take in the aftermath of incidents.