Effective Workplace Violence Prevention Training – Part 1 – Customer-Client Violence


It is important that organizations take the time to think about what steps they are taking in order to address particular provincial or state violence to their own rules. Ultimately, when it comes to preventing workplace violence and actual safety of the workers, the most critical element is the training. It is important to remember that not all communication training equivalent to violence prevention. Recognizing that the management of customer / client violence differs from management worker to worker conflict. In order to avoid wasting valuable employee time and money of the company, training delivered must reflect this fact

Customer / Client Violence Prevention Training :.

There are a number of educational training that simply were not designed with violence prevention in mind. In fact, some training curriculums can actually increase the risk. A one size fits all conflict resolution sessions can seriously miss the mark when it comes to providing useful, practical and safe choice for frontline staff. Observe (participants) roll their eyes when the coach ‘expert’ evidence when defusing anger, the first thing the staff must do is identify their feelings; “It seems that you are angry”, or instructs employees to “put gentle but firm limits” with increasing client. Talk about growing potential violence!

There is of course the police training was designed for officers to get consistent, maintain control of the offending person and reduce liability for possible excessive use of force. The premise of such training is “I’m right, you’re wrong and I’m going to win.” This may be effective for the police as they have an arsenal of weapons to support them through this process. This type of training is usually the physical part, emphasized that the focus of the curriculum is to get the job done rather than focusing on the safe selection and management of potential violence. Staff already wrestling with the idea of ​​dropping control, not having to work or support from potential violence, often feel validated at the end of such training.

In my view, there are very few jobs that require the use of force or self-defense training. Correctional Officers, police officers, and some Security staff may be necessary to exercise some level of physical force from time to time. Experts from these articles that I’ve coached and interviews with risk often reported that the smart, safe choice communication in the early stages of the conflict plays an important role in reducing the need for physical intervention. Employees need skills to manage behavior (theirs and their clients) rather than to control the other person. For many employees often requires a change in how they see and respond to conflict. Special system or model of communication is not obliged to defuse hostility; it is not that complicated.

Indeed, not all situations are able to be disappeared. For most jobs, however, disengagement is probably the safest option when faced with an imminent threat of violence. Guiding these workers how to get out of hair pulling, arm grabs and bites, etc. is not necessary. This valuable training time should be dedicated to employees fully understand they have a choice in how they respond proactively to various customer behavior. These choices will affect whether the situation intensified or defuses. Various evacuation plans must also practiced because customers can escalate despite the best efforts of defusing.

Many companies are scrambling to address the rules, especially in Ontario. (Bill 168) The development of some policies, write some cases based on the number of procedures, handing out EAP information, tell staff where panic alarm and safe rooms are located, along with a review of security plans, is not really going to help workers on the frontlines. Remember, domestic violence usually occurs on a continuum. Prevention must initiate actions for the crisis. Before choosing a training provider, I would strongly recommend to participate in the meeting. Providing relevant and real world training that connects assistance is an opportunity that should not be missed.


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