This course covers exactly how to handle these scenarios tactfully, in a way that encourages good relationships and ensures a satisfied guest experience, to keep them coming back to your organization.
DurationHow to have challenging conversations with clients to de-escalate, gain their cooperation, and ensure everyone's safety and that they have a satisfied guest experience to keep them coming back to your organization.
Words can get you fired, sued, or hurt. This may seem like a bold statement but our communication is directly related to our success and our personal safety, so learning how to communicate effectively in challenging situations is vital.
How do you say "no" to a client without escalating them?
How do you ask them to stop breaking a policy without further agitating them?
How do you get their cooperation while maintaining a good relationship with them?
In this day and age, it doesn't take much for the average person to get escalated. Mental health episodes and impairment add an additional level of unpredictability and potential risk to the situation.
The world has less and less patience, and demands more and more from your organization.
But sometimes you can't give them what they want because it breaks a corporate policy. Or perhaps they have broken a corporate policy, bylaw or law, and you need to have a conversation with them to change their behaviour, especially if it's jeopardizing the safety of staff, other clients or assets.
So, how do you de-escalate the situation and come to a resolution if they’re starting to be or are already escalated?
This course covers exactly how to handle these scenarios tactfully, in a way that encourages good relationships and ensures a satisfied guest experience, to keep them coming back to your organization.
This course has been proven to reduce the number of incidents
that end up escalating out of control
while keeping patrons satisfied with their guest experience.
This program has been specially designed to equip those working in a customer-facing role to understand the mindset, physical positioning, and communication framework to have a kind but firm conversation to get buy-in and cooperation from your client. It begins with recognizing your current skill level, understanding our own triggers and how to de-escalate ourselves through self-regulation.
It touches on the basics of situational awareness to recognize and address agitated behaviour as early as possible, as well as basic self-defence concepts to stay physically safe. Build confidence by role-playing with real scenarios and immersion-based learning.
?This courses teaches:
Self-awareness of current communication skillsets
Understanding how stress and fear affects you physically and mentally
Maintaining self-control under stress and fear (self-regulation)
Customer service mindset and building rapport
De-escalation techniques
Understanding and explaining the different types of rules or laws that may be broken at your workplace
Understanding what you can, can't and are obligated to do in various situations
Recognition of threat indicators
Escalation factors
Physical positioning with the client
Tools to limit assaultive subject behavior, including basic self-defence (distance, hands, basic blocks)
Framework for addressing the issue to gain the most cooperation
Incident management from beginning to end of incident
Who We Are
Tip of Spear is the premier academy for
physical security, personal safety and self-defence training
in Alberta, Canada.
We Are:
Who We Are
Tip of Spear is the premier academy for
physical security, personal safety and self-defence training
in Alberta, Canada.
We Are:
One of the largest training centres serving all of Alberta.
Providers of instructor-led in-person and self-led virtual training.
Accredited trainers in physical security, private investigation, peace officer, and other protection careers.
Certified trainers in self-defence, situational awareness and other personal safety life skills.
We are Métis owned and operated.
We have a long-standing A+ rating with the Better Business Bureau.
Tip of Spear is a privately held corporation based out of Edmonton, Alberta, Canada. We have been actively operating and serving all of Alberta since 2011. Tip of Spear has two owners, four support staff, fourteen instructors and 15 training programs (and growing). To learn more about our story, read our article Tip of Spear Celebrates 10 Years.
Why Are We Different?
We truly care about our student's careers and personal safety. We want to walk with our students along their entire protection career journey, whether that's helping them advance in a specific career path or transition over to a new one. We want to equip them to help their communities stay safe and enable everyone to go home safe to their families at the end of the day.
Our expertise is training, and that is our entire focus and what we do best. We carefully select, or develop every training course we teach.
We are not a security guard company ourselves, which means that we can remain objective and we will never compete against your company for contracts.
We live and work in Alberta too, so we know what the security industry is like here and teach from that perspective, which gives you an advantage.
We are flexible and adaptable to serve the needs of large and small employers. Whether you need your current training program evaluated and revamped, or the occasional instructor to cover for a staff instructor illness or injury, or focus on service and sales rather than training, we are here to help you achieve your goals. Please see Specialty Services for a full list of additional services.
Our Values
Our company was founded on the values of: Courage, Determination, and Faith (Peace)
We passionately believe every life is precious and deserves to be safe and protected as a basic human right.
Our Vision
We are dedicated to giving as many people as possible the opportunity to build the self-confidence and learn the skills to protect themselves and those they are responsible for, and ultimately enjoy a peaceful life.
Our Mission
To provide professional, practical, world-class, current, effective education in security, defensive tactics and self-defence to civilians and the protection industry, in order to keep not only themselves safe on and off the job, but the communities they live in and serve.
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