Understanding and Dealing with Violence in the Workplace: A Workshop for Public Contact Personnel

Code: PSL266,  CEUs: 0.6, UoP: Combinable

Length:  One 8-hour session

Instructor:  Welch-McGrath

Who should attend: Any employee in a public contact role.

Benefits:

• Learn recent statistics about violence in the workplace.

• Know how to identify and defuse potentially violent individuals and situations.

Learning Outcomes:

By the end of this program, you will be able to:

• Describe the profile of potentially violent people.

• Identify the warning signs that violent actions are about to occur.

• List intervention techniques that avert violence.

• List verbal and nonverbal strategies that reduce the chance of violent acts.

• Describe methods of dealing with personal fears/anxieties about dealing with violent individuals.

• Explain how to implement programs that reduce the potential for violence in a specific workplace.

Program Outline:

1. Factors precipitating violence

   1. Human needs

   2. Stressors

2. The profile of potentially violent people

   1. Characteristics

   2. Behavior patterns

3. Warning signs of violence

   1. Verbal signs

   2. Nonverbal warning signs

4. Intervention techniques

   1. Verbal and nonverbal responses

   2. Empathic listening

   3. Stress reduction-- yours and theirs

5. Handling personal fears/anxieties

   1. Reflex reactions

   2. Control reactions

6. Ongoing programs for violence reduction

BRING THIS TRAINING TO YOUR SITE!

Any AGTS class can be customized and brought on-site to your organization.

For more information on this option call 480-967-7544, x3 (800-970-1270, x3 outside the Phoenix Metro area) or email Custom Training Specialist.

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