This custom designed session tackles the conflicts and potentially aggressive behaviours that you may be exposed to in your workplace: between colleagues, clients, or outside visitors and 'pop-in's'.
Learn tools and hacks to harness the power of the brain to understand what triggers aggression, how to de-escalate potentially threatening situations and re-establish workplace trust with easy to remember diversionary hacks. Sometimes it is a comfort to remember that it is the pre-programmed primitive caveman that causes conflict, and that there are easy ways to get back to our inner-healer with humour and grace. The most threatening people are usually suffering the most pain, and they need us more than ever. It hits the mark for risk-management, team-building and personal and professional development.
Learn tools and hacks to harness the power of the brain to understand what triggers aggression, how to de-escalate potentially threatening situations and re-establish workplace trust with easy to remember diversionary hacks. Sometimes it is a comfort to remember that it is the pre-programmed primitive caveman that causes conflict, and that there are easy ways to get back to our inner-healer with humour and grace. The most threatening people are usually suffering the most pain, and they need us more than ever. It hits the mark for risk-management, team-building and personal and professional development.
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Erin draws on 12 years Policing experience in the Queensland Police achieving the rank of Detective Sergeant, and performing in specialist crowd control units, in covert capacities in prostitution and pedophile task forces, investigating juvenile related crime and developing QPS Academy programs. In 2006 she started one of the world’s first and only female owned and operated MMA based training facilities and held rankings in boxing, kickboxing and Maui Thai. She is the author of EMPOWER YOURSELF – a complete, interactive self defence e-book for women, teens and families. She currently attends workplaces and high schools teaching self defence strategies for the mind, body and mouth. |
Self Defence for the Workplace and Home
March 2018
Thank you so much for the fantastic training session yesterday... The team haven’t stopped “raving” (pardon the pun!) about it to the rest of the team and making them very jealous, so no doubt we will need to book in another session with you later in the year. We have been practicing our helmet and ‘combing’ hair around the office when we see each other.
We all got a lot of the session and you were an excellent instructor, it was A LOT of fun and incredibly enjoyable!
Natasha Wright
Senior Advisor
Peak Services
Safe Workspace
Learn real tools to keep you safe and smiling
1 - 3 hour workshops or whole day conference training
Your session will be customised to suit your needs
Do you want your staff to have easy to remember self defence skills to keep themselves safe before, during and after work? Below is a delicious menu of our world class defensive measures and approximate session timings.
Self defence menu:
- Rules of self defence and criminal code right to defence (essential 10 mins).
- Vocalisation (essential 5 mins).
- Strangulation (10 minutes).
- Rear attack (10 mins).
- Front attack/ being dragged (10 mins).
- Thrown to ground/ sexual assault (15-20 mins).
- Car abduction (10 mins).
- Defence against weapons (20 mins).
- Developing safe habit sentences to 'forget the fear' (20 mins)
- Aggressive behaviours communication hacks (up to 1.5 hour session).
Previous martial arts experience or advanced physical strength or fitness are not required. The physical defence tools are just one part of the strategy and are designed to be remembered quickly and instinctively in a crisis situation and are designed to empower the aged, women, teens, and persons with disabilities.
Communication Hacks to De-escalate Aggressive Behaviours - 2 hours.
LEARNING OUTCOMES
- Identify aggressive client behaviours and why they may occur in a workplace or clinical setting.
- Consider measured or learned responses, as opposed to a defensive reaction, to defuse a potentially threatening situation (mindfulness tools).
- Consider the step-by-step process of isolation, delay, communication, and delegation as a circular de-escalation strategy in conflict and aggression.
- Discuss communication tools and techniques to create a non-threatening environment.
- Remove communication barriers (such as passive aggression) and develop active listening tools.
- Ask two simple questions to decide when to confront, and when to retreat.
- Consider advanced communication techniques such as ‘verbalising the implied’, 'distraction and delay', ‘negotiation’, and ‘confrontation’.
- Develop 'habit sentences' as a controlled response strategy.
- Continually prioritise your mental health by identifying and addressing stressors triggered by conflict in the workplace.
- Summarise with 7 simple hacks that you will remember in even the most stressful conflict situation.
CUSTOMER CALL CENTRE DE-ESCALATION HACKS - 2 hours.
Just like road rage, people seem to be a lot braver when they are behind the wheel, or yelling at you on the phone... even when you are trying to help, and probably bursting for a toilet break. This course is designed for the largest growing workplace - call centres and customer intakes - and give some simple tools to understanding our brain, the responses of our clients, and redirecting our reactions to enable safer, more controlled responses. These strategies will transfer seamlessly to high stress personal situations and professional confrontations. Because we know that when you are happy at home, and feeling supported in your workplace then stress will decline and personal satisfaction will increase. And this is what we want for you, because everyone deserves to feel safe.
These are some of the learning outcomes that Call Centre Hacks aims to provide in a two hour professional learning blitz.
LEARNING OUTCOMES:
Identify aggressive client phone behaviours and why they are increasing in our post-covid call centre environments.
Consider how our brain works when on the phone:
- why we relive uncomfortable conversations at 2am in the morning
- how we might use this knowledge to diffuse aggressive clients
- how to recognise and reprogram destructive self-talk
Consider the step-by-step process of isolation, delay, communication, and delegation as a circular de-escalation strategy in call taking.
Discuss communication tools and techniques to create a non-threatening environment.
Remove communication barriers (such as passive aggression) and develop active listening tools.
Ask two simple questions to decide when to and when to disengage from the call and escalate your safety response.
Consider advanced communication techniques such as ‘verbalising the implied’, 'distraction and delay', ‘negotiation’, and ‘confrontation’.
Develop 'habit sentences' as a controlled response strategy.
Continually prioritise your mental health by identifying and addressing stressors triggered by conflict in the workplace.
Summarise with 7 simple hacks that you will remember in even the most stressful conversations.
Safe Workplace Practices During Client Visitations - 2 hours.
LEARNING OUTCOMES:
- Understanding the use of force spectrum and the application of lawful reasonable force.
- Conduct pre-interview environmental and client scanning processes.
- The development of workplace relevant client checklists.
- Consideration of client mental health and disabilities.
- The use of verbal and non-verbal questions to de-escalate conflict situations.
- Practical application of the RAVES self defence drills to workplace scenarios.
- Practical application of self defence and vocalisation drills for employees with disabilities.
- Improve and standardise workplace incident reporting and communication.
- Understanding the importance of employee mental health and peer support.
We consult with workplaces to tailor the workshop to their occupational needs, and flexible with your schedule to get more bang for your buck.
Costs will be dependant on hours at venue, travel time and expenses, and student numbers. Custom online or printed work-sheets and surveys can also be provided to monitor, assess and provide support to clients and their personal protection training revision.
Did you know? |
Erin Cash and RAVES is qualified to deliver:
Compulsory Extendible Baton Training for Exempt Professions (Animal Protection Officers) |
Logan Council Extendible Baton Training
2019
The feedback for the training was really enthusiastic and positive from all attendees. You’re a wonderful facilitator and we will look forward to conducting the refresher training with you in 12 months’ time.
Sandy Redpath | Animal Response Team Leader | City Standards & Animal Care Branch | Logan City Council
Phone: 07 3412 4479 | PO Box 3226 Logan City DC Qld 4114 | [email protected]
Aggressive Behaviours Communications Hacks for the Workplace
June 2017
We have all been buzzing after your presentation yesterday. I got such good feedback and our staff were able to take learnings not only for our crisis situations but for help understanding their clients more as well as gaining skills in their personal lives.... you were very inspiring! I hope we can work together again sometime.
Emma Parker-Reniewick
Acting REO
Veterans and Veterans Families Counselling Service South Qld
1800 011 046 | www.vvcs.gov.au |
Self Defence for the Workplace and Home
April 2016
Thanks heaps for the additional resources and such a great session.... You bought so much knowledge, passion - and good for us! - humour to the session that it will be of great value to all of us who attended. Hope to work with you again sometime in the future.
Gigi Lacey
Inch Housing
