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Code: BH/22/0549 Personal Safety and De-escalation Techniques online sessions (Zoom)

This training is highly recommended for lone workers and other staff that work in a customer facing role who may deal with potential violence and aggression at work.

Lone Working is an area of work that can cause workers considerable stress and anxiety. This is particularly the case when workers have not considered the potential of the situation in a rational way. This area can also be problematic when workers do not receive appropriate support and/or sufficient training and guidance.

This training aims to provide participants with understanding of what would be considered safe working practices in this context. The course is informed by the policies and procedures of the organisation as well as material from the Suzy Lamplugh Trust, HSE, DoH, and NICE. It is set in the context of the Care Act (2014) and supports the Social Care Commitment.

The training does not cover the use of physical techniques.

Essential Information
Session Session Date Session Time Session Venue Map
1 28 June 2022 09:30 - 12:30 Zoom Map
2 29 June 2022 09:30 - 12:30 Zoom Map

Code: BH/22/0806 Dealing with difficult customers

This course is for all employees who might face angry, aggressive or demanding customers, whilst learning to manage difficult external relationships.

The course raises participants' understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation. 

You may also be interested in the de-escalation course for lone workers

Essential Information
Session Session Date Session Time Session Venue Map
1 04 October 2022 09:30 - 16:30 Microsoft Teams Map

Code: BH/22/0807 Dealing with difficult customers

This course is for all employees who might face angry, aggressive or demanding customers, whilst learning to manage difficult external relationships.

The course raises participants' understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation. 

You may also be interested in the de-escalation course for lone workers

Essential Information
Session Session Date Session Time Session Venue Map
1 08 February 2023 09:30 - 16:30 Microsoft Teams Map