Dealing with difficult customers is unfortunately part & parcel of any customer facing role. What if you could replace the feeling of dread with one of confidence and being in control? Great news this is a skillset you can learn!

Define Your Line - Align your team, understand what’s is acceptable behaviour and what is not. Then, importantly understand the right response. Get your people squared away in this space.

How staff respond, de-escalate or safely exit a situation is a direct reflection of the safety and security culture of the company and the training they have received.

Claw it back - The only conflict resolution and de escalation training your staff will need. And it puts your safety and security as the priority.

Training is our sweet spot - sharing that with volunteers across NZ is simply a good thing to do.

The tide continues to rise in the space of aggressive customer situations in a wide range of industries - from retail to corporate settings. So what’s changed.

If you can name it - then you can tame it and that’s where our de escalation training has it’s unique advantage. Conflict resolution skills

Two violent knife attacks in two supermarkets in NZ. Whilst the most recent was motivated by ideology and the first by pure criminal badness, the result for innocent members of the public is the same

What you can influence though, is the preparedness of your staff and their actions when these aggressive situations occur. Training is only one layer in building that required safety and security resilience, but its a bloody important one.

If you’re wanting a no fluff, direct and to the point keynote presentation, that has people laughing, thinking and challenges them on building personal and team resilience then carrying on reading

Crisis leadership requires direct leadership, be resilient and clear on your mission statement, and what needs to be done right now.

What is more likely however, and is playing out in those same businesses is the frequency of an aggressive customer, opportunistic in their thieving and they get caught in a moment of anger, fuelled by meth and they become violent before taking off

People who have that engaged and appropriate level of situational awareness bring a life skill into the workplace environment. They make the workplace safer for themselves and others.

“The feedback we had from our team was phenomenal, they were blown away that we as a company cared enough about their personal safety to make such an investment’

Situational Awareness is not a sometime thing, it's an all the time thing. You can’t have an engaged sense of situational awareness once in a while, you don't square away your safety & security once in a while

Control the chaos and enable good decision making by your team in critical moments by using QRisk’s gameified card game. Little and often leader led conversations are a great way to put your staff in the moment.

Crisis leadership requires considered and bold decision making. The leader doesn’t need to have the answer to all the issues, but they do need to be able to lean on expertise, consider options and make decisions.

A trip on an Auckland train changed a young women’s life forever. It was a trip that had been taken hundreds of time without incident. Yet, on this day, circumstances changed.

Covid is fuelling and increase in aggressive customers and its not hard to understand why. Employers and staff need to be aware of the trend and ensure they have good strategies in place to safeguard staff

Situational Awareness Training specifically designed for teenage girls and young women to empower them to deal with the life risks that extend beyond the school gate and home front door.