This course is designed to support employees in knowing how to respond in challenging situations to protect the business and themselves. WTW will work with a client representative to tailor the course to your organisation’s challenges and procedures.
How to identify and approach challenging situations such as physical or verbal aggression and emotional distress
Listening with empathy, appropriate tone and body language
De-escalation and situation defusion techniques
Understanding limits and boundaries
Organisational policies and procedures
Accessing help
Incident reporting and investigation
Enhanced confidence and understanding around how to respond in challenging situations
Skills to defuse a situation and protect people and property
Knowledge of organisational reporting, policies and procedures
Recovery following a distressing event
How to access support for mental wellbeing following an incident
Understanding how to respond to challenging situations can help increase resilience and protect businesses by encouraging compliance with organisational procedures and potentially preventing incidents from becoming more serious.
This course is suitable for anyone working in a role where risks to personal safety have been identified, for example those working with vulnerable people, lone workers or in customer facing environments.
For further information please contact: chris.brown@wtwco.com or rebecca.forster@wtwco.com
