Empower front line staff to deal with conflict, manage anxiety, improve operational safety and tactical communication skills in the workplace.
Why undertake tactical communication?
Authorised Officers, Compliance and Enforcement staff and those who work in Customer Service roles have a challenging task. Delivering legislative and regulatory obligations, and providing advice to potentially unhappy members of the public, carries heightened risk.
Risk to Staff Outside Office Settings
Risk to staff is elevated if the carrying out of these tasks occurs outside of the office setting. The reality is that sometimes front line staff find themselves delivering obligations at someone’s business, their home, on a farm or in an isolated outdoor environment.
Employers have a duty-of-care in providing staff a safe workplace, and mitigating working environment risk through appropriate training & procedures.
Our training goes a long way to meeting these obligations.
Understand and practice situational awareness
Learn to communicate assertively with influence
Promote professionalism and reduce risk
Manage conflict and potentially aggressive clients
Recognise and de-escalate a threatening situation
Learn about resilience and how to manage stress, anxiety and anger
Know how to withdraw safely when threatened with verbal or physical abuse
Be able to defend self and others*
Understand the lawful and safe use of restraints*
Learn how to deal with an armed robbery*
Specialised courses available on request
Ensure staff are properly equipped to handle conflict, aggression and stress
Reduce agency risk and adopt best practice in tactical communications, situational awareness and operational safety
Demonstrate to employees that staff welfare is paramount and that their difficult roles are appreciated
Support front line staff that routinely deal with unhappy, uncooperative or potentially angry clients to better meet workplace safety and health obligations
Provide staff with known strategies to improve resilience, reduce stress and psychological impacts when dealing with agression
Reduce the number of conflicts, and complaints, from members of the public
Developed by Bill Turner, APM, Tactical Communications incorporates situational awareness, operational safety, resilience and aggression management training.