CMS Training - Managing Conflict and Personal Safety

Retail & Customer Service Sector   
Struggling to cope with the pressures of everyday life, more people than ever are resorting to the use of physical and verbal aggression on others, with customer-facing staff taking the brunt.
All employees who work in retail or customer service environments are likely at some time to deal with customers who present challenging behaviour. These situations will range from dealing with low level disputes and complaints, to more heated interactions involving aggression and possible violence. It is important then that employers provide staff with the skills and knowledge they need to cope with such situations and deal with them safely and effectively. However, It is also important that such training is undertaken with careful consideration as to its impact on the customer service role. All of our courses are designed to maintain the customer service focus, even in the most difficult circumstances.
 
They are designed to work within the new National Occupational Standards on Violence in the Workplace recently endorsed by the Health & Safety Executive

Coping with Challenging Customer Behaviour

Duration: 1 day

Cost: From £595.00 for a group of up to 16 participants, fully inclusive of all training materials, handouts & certificates.

Location: At suitable UK venue of your choice. See current list of course dates.

Target Group: Those working in Retail, transport, care and community, local government and security sectors.

Details: The course consists of 12 modules covering four broad areas:

- Definintion, Causes & Triggers of Challenging Behaviour

- Risk Assessment

- Communication, Diffusion & De-escalation Strategies

- Personal Safety

For full details of the course content, click here.

Conflict Management - Level 1

Duration: 1 day

Cost: From £595.00 for a group of up to 16 participants, fully inclusive of all training materials, handouts & certificates.

Location: At suitable UK venue of your choice. See current list of course dates.

Target Group: Those working in Retail, transport, care and community, local government and security sectors who may be exposed to more frequent conflict situations or are called to assist with conflict as it is occuring (i.e. managers, supervisors or security staff).

Details: The course consists of 12 modules and includes:

- The Law and Company Policy

- Definintion, Causes & Triggers of Challenging Behaviour

- Risk Assessment

- Communication, Diffusion & De-escalation Strategies

- Personal Safety & Low Level Physical Intervention Skills

For full details of the course content, click here.

Conflict Management - Level 2

Duration: 2 days (for those already having completed level 1 conflict management the course is 1 day)

Cost: From £595.00 for a group of up to 16 participants, fully inclusive of all training materials, handouts & certificates.

Location: At suitable UK venue of your choice. See current list of course dates.

Target Group: Those working in Retail, transport, local government and security sectors who may be exposed to more frequent and severe conflict situations or are called to assist with conflict as it is occuring, and who may need to arrest and safely detain a person whilst awaiting attendance of police.

Details: The course consists of 12 modules and includes:

- Reasonable Force & Self Defence

- Powers of Arrest

- Definintion, Causes & Triggers of Challenging Behaviour- Risk Assessment

- Communication, Diffusion & De-escalation Strategies

- Personal Safety Skills- Physical Intervention & Arrest

- Team Drills

For full details of the course content, click here.