Lone working - personal safety matters
Developing practical strategies and tactics to minimise the risk from verbal and physical abuse demonstrates that your organisation cares, and takes threats to staff personal safety seriously.
Best practice organisations will demonstrate a proactive response to the management of risk associated with the safety of 'lone working'.
This practical, lively and punchy workshop will enable your organisation to conduct a 'root-and-branch' review of the potential risks to colleague safety and begin the process of minimising and reducing the damaging impact of potential hazards associated with 'lone working'.
The workshop will explore:
- Great service attitudes - recognising and managing our 'mindsets' towards customers/clients
- What causes aggression manifestation - understanding the factors and triggers which can lead to aggression
- Exploring the warning signs - what we see, and what we hear
- Risk assessment - the importance of regular, documented risk assessment and resulting actions
- Personal responsibilities - exploring the personal responsibilities that can contribute to risk reduction
- Personal influencing/communication styles - the impact we can have on customer attitudes and behaviour
- Understanding self and others - Berne's powerful transactional analysis model and enlightening personal profiling
- The effect on me! - exploring how we react to stressful situations and simple steps to manage our stress levels
- Organisational responsibilities - the actions and activities required of organisations to minimise risk
- Tips and techniques - debate and develop the practical steps which can become part of everyday working practice to reduce risk and contribute to personal safety
- Customer scenarios - how would you respond to these face-to-face situations?
- Personal action planning
Who should attend the workshop?
Anyone with accountability for managing the safety of others and themselves, including:
- Heads of department
- Team managers/leaders
- Frontline customer service staff who work on their own
HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in this fabulous training package, please contact Steve Palmer, Training and Development Services Manager, to discuss your specific needs on 07545 208545 or by emailing training@hqnetwork.co.uk
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“The executive coaching has been a huge success and extremely beneficial for colleagues individually and the company in general”
Linda Minns, Tristar Homes Limited -
“The HQN training course I attended last week was by far the best training day I have been on in my two years in housing. Fantastic delivery and information, thank you”
Pam Bowley, Housing Officer, Trent and Dove Housing -
“I attended an HQN training course last week and it was the best training day I've ever been on”
Harriet Steventon, Craven District Council -
“I would like to record that I thought the module presented by the trainer yesterday was absolutely superb. It was a good interactive day made all the better by the trainer's people and body language skills. I note a number of yesterday's attendees are still discussing their experience at this course”
Bob Mitchell, Richmond upon Thames Churches Housing Trust -
“I really enjoyed the training event this week, the trainer was fab and a natural presenter/facilitator”
Berni O'Regan, Business Manager - Customer Services, Stevenage Homes Limited -
“I really enjoyed the training session and I must confess it’s the best I’ve been to in many years of employment”
Florence John, The Broadland Housing Group -
“I would like you to pass on my thanks to the trainer who provided the training for the three days. She was excellent; I have never received so much positive feedback following a training course”
Tracey Davidson, Call Centre Manager, Huntingdonshire District Council