Crisis Communication Skills and Reducing the Risk of Workplace Violence


Thursday 25 August, 9am -  12.30pm
Online Workshop

The incidences and threats of overt conflict in public workplaces have risen dramatically in recent years.  This conflict ranges in severity from explosive verbal clashes to physical confrontations to mortal injury.  While the possibility of conflict and violence in the workplace has always existed, recent news reports support the idea that the frequency and type of this “public” violence has taken a dramatic turn for the worst.  The danger of workplace violence is increasing in situations where personnel are interacting with increasingly agitated, frustrated, or angry co-workers or members of the public, and/or involved in disciplinary or termination procedures and negotiation.

The use of effective verbal and non-verbal communication skills, not just simply as policy, is the key to diffusing volatile situations.  In the event violence does erupt, people who are trained and prepared to quickly remove themselves, and others, from danger stand a substantially greater chance of avoiding injury and the emotional trauma associated with assault.

The session takes into account the mental, emotional, and physical factors essential to achieving a healthy workplace environment.  

AACT-Now – Communication and Physical Skills Training: The four focus areas for successfully
dealing with potentially confrontational, conflictual, and violent situations are:

1) Awareness: Identifying Dangerous Interpersonal Dynamics. Accurately recognizing and understanding the text and subtext of the messages we receive from others reduces our risk of being caught unawares or finding ourselves unable to cope with emotionally charged, and potentially explosive, situations.


2) Attitude: How to Act.  Controlling for the “Predator or Prey Reality”. How an individual projects him or herself onto the social environment has a direct impact on how others will relate to him or her. Self-image, attitude, use of body language, and overall bearing all directly affect whether or not an aggressive and violent individual will seek-out a person as a target of verbal abuse and physical assault. By learning to effectively use the SELF individuals can avoid and defuse most potentially explosive situations.


3) Communication:  Avoiding the “Head in the Sand Syndrome”. Good communication often depends more on what people hear than on what they say. Accurate awareness of an individual’s emotional surroundings allows one to anticipate danger and irrationality before it becomes explosive. By clearly perceiving, and non-defensively responding to, the communications of others, one can effectively and decisively influence the immediate social environment in a positive way.


4) Training in appropriate reactions: Learned Reactions for Personal Safety. Once a situation becomes assaultive or violent it is crucial that the intended victim act quickly, decisively, and appropriately, to remove themselves from danger or, when necessary, to safely separate individuals from others and/or isolate them 3 as needed. Hesitation and ambivalence greatly increase the likelihood of injury, so, as with any crisis response, it is crucially important to stress the importance of using the coordinated efforts of the mind, emotions, and the body, when dealing with a physical threat.


Workshop Content

Participants will learn to interpret and redirect the flow of heated emotions, words and events, thus having a better chance of controlling a conflict and verbally facilitating a productive resolution to a given problem.

Participants will focus on:
  • Understanding the “Assault Cycle”, and recognizing the motivations of violent behavior
  • The importance of identifying goals and controlling reactions during an emergency
  • Dealing with individuals and groups
  • Maintaining emotional balance and mental focus under stress
  • Negotiating and being persuasive
  • Listening carefully and demonstrating understanding
  • Recognizing mixed messages and avoiding verbal traps
  • Controlling the course of confrontations
  • Being directive and following through
  • Solving problems and recognising solutions 

Who is Edmond Otis?

Edmond Otis, is a licensed psychotherapist and internationally known speaker and performance coach who works with professionals, businesses, public and private organisations, athletes, sport teams, and everyday people – to increase resilience, perform under pressure, facilitate change, and dramatically improve outcomes and results.

Edmond and his family moved to New Zealand in 2008 and became citizens in 2015. He is a senior lecturer in Health and Sport Science at the Eastern Institute of Technology (EIT), and prior, a Senior Lecturer in Humanities, and Director of Martial Arts in Athletics, at the University of California, Riverside, where he was twice recipient of the University Distinguished Teaching Award.

Edmond is also a life-long practitioner, and internationally instructor in traditional karate. He has coached numerous individuals and teams to national (USA) and international championships and has personally developed many high-ranking instructors.

Edmond blends these distinctive skills and insights into his training and consulting style – teaching real skills, and creating dynamic content, effective strategies, and pragmatic solutions for today's most complex professional, personal and performance challenges.

“More than anything I’m most interested in the endless of ways that our thoughts, our emotions, our behaviours, and our relationships impact our performance, our health, our happiness, and our quality of life."

Who Should Attend

The online training programme is ideal for absolutely anyone that is in a front facing role.

We also offer PRIVATE WORKSHOPS -  does your workplace feel bespoke training would benefit staff?  You could host combined team training to get everyone on the same track which can be delivered online or in-person.   Please email Feona for more information.

What previous participants have said about the training

"Given the escalating number of violent incidents that staff are having to mange this was a very timely course, full of useful and practical content which we came away feeling inspired to convert into action. Feona ensured the session ran smoothly technology-wise. Edmond was an excellent presenter - well prepared, authoritative, engaging"

"The Teamwork + Clarity + Consistency = Effectiveness formula struck a real chord and made me realise that this is definitely an area where we could make improvements."

"Really enjoyed, one of the best I've been to. Felt really positive after with good ideas and strategy for putting this into action at work"

"The presenter was very engaging and the material was very relevant"

"Edmond was concise, relatable, knowledgeable and understanding of staff frustrations"

"I learnt more methods to recognise and de-escalate a situation/problem"

"Edmond is very effective and presents concrete and specific examples that are very helpful.  Love the 'Happy Warrior' stance/mantra/philosophy"

"This seminar was excellent and I'll be referring back to it a lot"

"Edmond was great.  He made things clear and easy to understand with good examples.  It was a really useful session"

Date and Location

Thursday 25 August, 9am - 12.30pm
You will be sent the details to 'attend' this ZOOM meeting once you are registered.

Price & Registration

Morning Workshop
$240 per person inclusive of GST 

Registration process

Payment online is by Debit or Credit Card: VISA, Mastercard or American Express only and there are 3 easy steps to complete the online booking process.

Upon hitting the blue "Complete Booking" button, you will receive an automated email confirming your registration and you will also be a sent in a separate email a Tax Invoice showing your booking as being paid in full by Credit Card. If you have any issues or questions about your booking, please contact Feona Horrex on 0272 040425 or email: feona@grow.co.nz

We work hard to ensure that all workshops are cost effective by automating our systems. If you require an invoice (rather than paying by debit or credit card) there will be a $25.00 inc GST surcharge for this, and you will need to supply:

  • The full name and postal address required to appear on the invoice.
  • The contact name and email of the person(s) responsible for authorising this expense and approving payment.
  • Any purchase order references required on vendor invoices.

Please email feona@grow.co.nz  if you would like to reserve a place, as our workshops fill quickly.

What happens if you have to cancel?

We know that sometimes your plans can change for many different reasons. Should you be unable to attend, a substitute delegate is welcome to attend at no extra cost. If a substitute delegate is not available and you need to cancel your registration, please be aware of the following:

Up to 7 days prior to the event you will be provided a refund of your registration cost, less a $20.00 inc GST per attendee service charge.
 
If you cancel within 7 days of the event, you are not eligible to receive a refund. Please note: should your registration not be paid by the time of the event, you are still liable to make the payment. Unpaid accounts may be passed over to our debt collection agency and additional costs may be incurred.
 
All cancellations must be received in writing via email.
 
Training is cancellable by GROW with 3 days’ notice if a minimum number of attendees is not met and full refunds will be provided.
 
Please note: GROW Ltd reserves the right to make any amendments that we may deem to be in the best interest of the forum – it is however very unlikely and we will notify you as soon as possible should this occur.

For more information see our full Terms of Trade.

Further Details

This workshop will be delivered using ZOOM. Please familiarise yourself with ZOOM, it is very easy and free to use.

Watch this video on How to Join a ZOOM meeting: https://blogs.otago.ac.nz/zoom/how-to-join-a-zoom-meeting-step-by-step/

CONTACT FEONA


For further details, please contact:
e: feona@grow.co.nz
p: 027 204 0425

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CONTACT US

For further details, please contact:
Feona Horrex at feona@grow.co.nz or
Phone: 027 204 0425