The counter is where somebody's bad day meets the person who has to answer for it.
Violence and threats 15–25 min per run
Staff at a counter are told to stay calm and keep their distance. Both are correct, and neither is a skill. What helps is having already stood there while somebody raised their voice, and having said something that worked.
This one is for anyone facing the public across a desk: service points, reception, dispatch, ticket offices. It is about the two minutes before anything happens, which is where nearly every case is decided.
One run, three parts. A team can go back to any of them as often as it needs, and most do.
A team picks up the moment a conversation stops being a conversation, before any voice is raised.
They work through the sentences that bring a situation down and the ones that push it up, and hear the difference.
When it does not come down, they go through leaving the counter, calling for support, and what colleagues do next.
15–25 min per run
Included with every module
Put it on your shortlist and we go through it together, with nothing to decide yet.
Teams that meet this hazard usually meet the others on the same shift. The cluster page Violence and threats holds all of them together.
Violence and threats 20–30 min
Bring a service point that has had incidents. We go through the training against it, start to finish.