Empower front line staff to deal with conflict, manage anxiety, improve operational safety and tactical communication skills in the workplace.

Why undertake tactical communication?

  • Heightened Risk

    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.

  • Safe Workplace

    Employers have a duty-of-care in providing staff a safe workplace, and mitigating working environment risk through appropriate training & procedures.

  • Meeting Obligations

    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.