Violence and threats
De-escalation at the counter
15–25 min per run
- The training itself, repeated as often as you need.
- Equipment supplied, maintained and replaced.
One of the eight clusters your risk assessment already uses. This page holds the trainings behind it and what a team practises in them.
Almost none of it starts as an incident. Someone has waited an hour past their appointment, or has been told for the third time that the form is the wrong one. Their voice changes, and the person at the counter hears it two sentences before anything else happens.
Those two sentences are the whole of the work. Keep your own volume down instead of matching theirs, say what will happen next and by when, leave the person a way out of the conversation that does not cost them face, and know the point at which you stop and get a colleague. None of that is knowledge. It is a handful of moves under pressure, and the pressure is the part a briefing cannot supply.
Each training is one working situation and the few minutes in it that decide how it ends. The time is a single run, from the first word to the last, and it is what tells you whether it fits into a shift.
Violence and threats
15–25 min per run
Violence and threats
20–30 min per run
Pick the desk, the ward or the till where your people work facing the public, the one that shows up in your assessment under violence and threats. We go through the training for it start to finish, the same version your people would get.