Who Takes It : Employees who work with the public and potentially violent citizens
Class Length 1 hour
Topics
- Types of threats (physical and verbal)
- Identify potentially dangerous situations, warning signs that can lead to hostile events
- How to stay calm, cope with fear and anxiety, manage responses
- Responses/tactics to the different types of threats
- Verbal and nonverbal techniques to defuse a situation
- Setting limits on an incident
- Assessing the risks and selecting the least restrictive and safest resolution
- How to handle challenging questions
- Disengagement skills to avoid injury
- Maintaining safety for yourself, co-workers and others
- Observing persons, when and whom to contact
- Simple security measures, “the rules”
- Review of agency-specific policy details
