Online Workshop, Thursday 23 September, 9am - 12.30pm

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.  

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 is a health educator, licensed psychotherapist, and speaker who consults with business, public and private organisations, medical and social service agencies, individual clients, athletes and sport teams, in New Zealand and the US, to improve communication, reduce conflict, minimize stress, increase resilience, and facilitate better outcomes.

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.

“More than anything else, I'm continually fascinated by the endless ways actions, thoughts, emotions, and relationships – impact our performance, our resilience, our health, and the quality of our lives.”

Who Should Attend

The online training programme is specifically aimed at all library staff.  

We also offer PRIVATE WORKSHOPS -  does your library 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 library 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"

"This was a slightly different take on dealing with aggressive/violent customers with an emphasis on teamwork, connecting with known difficult customers when they visit again and consistency. This seems like a very good approach and a fresh way to look at things!"

Date & Location

Online Workshop

Thursday 23 September, 9am - 12.30pm

You will be sent the details to 'attend' this ZOOM meeting once you are registered.

Price & Registration

Morning Workshop
$225 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:

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  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:


For further details, please contact:
p: 027 204 0425

Want to keep up to date with relevant training?

Sign up for our weekly e-newsletter.
Upskill and access our FREE resources and workshops.
Be inspired by our subject matter experts!


For further details, please contact:
Feona Horrex at or
Phone: 027 204 0425