Pica Group with Greg Lamey

DO YOUR STAFF DEAL WITH internal conflict, aggressive or difficult customers?

Most customer or client-facing organisations face aggression, anger and even violence from customers and clients. During Covid-19, this risk has significantly increased. Whilst all employers have work health and safety obligations to address, and minimise physical risks, the psychological health of staff is equally important, and now law.

The ability to use effective verbal communication to de-escalate hostile, violent or aggressive situations is vital to ensure safety, minimise risk and keep employees safe. For an employer, it also addresses needs under relevant WHS/OHS requirements.

Based on principles from academia, law enforcement, psychology and police negotiation, communication training related to conflict resolution, de-escalation and mediation are easily learnt and practiced. Our innovative training is developed to meet the needs of your organisation, taking into account the different customers and challenges your staff face.

Effective de-escalation and crisis communication boils down to three simple concepts:

• Acknowledgement and validation • Options, and • Choices Understanding anger, the reasons behind it and the cycle that underpins it is also essential to keep employees safe from harm. ...effective In an environment where unpredictability is common, recognising threats and having plans communication to deal with them can often be the difference between life and death. But it’s not necessarily can make about that; it’s about protecting psychological health and improving resilience. a real Recognising the signs of anger and difference. aggression and taking proactive steps to deal with it – including diffusion strategies – are important facets of our programs. Knowing what to say, and when, can mean the difference between a disaster and successful outcome. Whether it’s dealing with internal staff conflict, mediating between parties, dealing with aggressive customers or handling difficult conversations, effective communication can make a real difference. ca www.pica.edu.au

GREGORY LAMEY is the founder and CEO of PICA, the Professional Investigators College of Australasia, the country’s leading RTO specialising in the training and development of investigators across all government and corporate sectors. With a suite of VET accredited courses and micro-credentials, PICA offers specialised training in investigation and compliance, effective communication related areas. With a special interest in effective communication, Gregory is also an accredited Mediator, former negotiator and author.

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