CMS Training - Managing Conflict and Personal Safety

All employees who work face to face with customers and service users are likely at some time to deal with people who present challenging behaviour. These often difficult situations will range from low level disputes and complaints, to more heated interactions involving aggression and possible violence.

It is important that employers provide staff with the skills and knowledge they need to deal with such situations safely and effectively.

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 also work within the new National Occupational Standards on Violence in the Workplace endorsed by the Health & Safety Executive.

Courses

Managing Aggressive Behaviour: A one day course that develops the skills needed to effectively deal with aggressive customers and service users, resolve difficult situations and maintain personal safety.  Read More... 

Managing Telephone Aggression: A one day course that develops the skills needed to effectively deal with aggressive callers using simple defusing & resolution models.  Read More...

Lone Worker Safety: A one day course for those working alone or in vulnerable situations where personal safety is paramount.  Develops the skills needed to manage & assess risk, defuse & resolve incidents and disengage from high risk encounters.  Read More...