This training is designed for Front-line Public Sector Customer Service Providers and Supervisors of Front-line Customer Service Providers. Mr. Graham provides training in "talking down" individuals in emotional
and angry states. Most people follow a predictable chain of escalation
before they get to the point of physically acting out.
This training teaches students to:
- Learn verbal tactics to assist in diffusing clients/public
- Understand and describe the predictors of violent behavior
- Utilize your agency resources, procedures, and personal safety skill to ensure safety
- Recognize and respond appropriately to dangerous situations in the workplace