This course is designed to provide front line staff and management with a working knowledge of:
Topics covered:
- The legislation covering violence on Licensed Premises
- The main causes of aggression
- How to avoid conflict situations
- How to manage conflict safely and positively
- What to do after an incident
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The course is approximately four hours in duration and works best with eight to twelve delegates. It is an interactive course with delegates working in teams. There may also be a limited amount of role play.
This course does not cover physical intervention techniques.
A workbook supports the learning and provides delegates with a reference document.
The physical environment may be a catalyst or an exacerbating factor in violence. By running the course in client's premises environmental issues can be realistically addressed.
The trainer
Chris Taylor has over thirty years experience in the Retail Hospitality Industry and is a member of the Institute of Conflict Management. With a BA in Behavioural Psychology and a MSc in Human Resource Development, he is keen to enable delegates to gain a greater understanding and the self confidence to handle conflict assertively and safely.