“The CARM® Approach” to Workplace Violence
A State of Mind......A Way of Behaving
The CARM® Mission - "Empowering people to safely de-escalate disruptive, bullying, difficult, aggressive and violent behaviours in the workplace".
“The CARM® Approach”, is compelling and empowering. Consider for a moment, how do our thoughts and our behaviours affect our “Customer Service”? As you consider this question, extend your thinking beyond the good interactions….these are the easy ones where everyone is calm, gets along and is in agreement with each other.
Picture now those situations where we face conflict in the form of resistance, disagreement, bullying, hostility, anger, aggression or even violence? You want to provide good customer service and reinforce a great customer experience…but….. this customer is doing everything humanly possible to provoke and upset you. You know the ones…. we all face them at some time and to some degree….these are the ones that turn good days into bad ones, convert our smile into a frown, set off the warning bells and create feelings of concern, fear, guilt or disappointment. These are the ones that affect how we deal with our next customer…how we perform and get our job done….how pleasant or not we are to be around for our colleagues and later on, our family and friends.
How do we manage these challenges? We may have some excellent interpersonal skills, the test is whether we are able to apply these interpersonal skills effectively in times of stress and in the face of what may be rude, offensive or aggressive behaviours displayed by others? Do we recognise the human behaviours and environmental factors that are at play in these situations? Can we move away from reacting intuitively to situations where our emotions are engaged and instead move towards one of being counter-intuitive?
- Do you know how to “unlock the benefits” of persuasive techniques in communication using an approach that does influence others behaviours? …that does move a situation towards the best outcome?
- Do you know how to behave so as to increase your safety if a situation becomes more threatening?
Welcome to “The CARM® Approach”…..the holistic award winning solution to this pervasive customer service dilemma. Absolutely meaningful and absolutely essential to your customer service environment.
To all our existing CARM® customers, thanks for dropping in…..it’s great to see you back and continuing to enjoy our products and services, and we thank you for your continued support.
If you are new to the CARM® website, welcome and thanks for coming - we are very pleased to see you here and look forward to assisting you with your training solutions. We’re just a phone call or mouse click away, so tell us how we can help you!
The CARM Approach – Consider These Questions:
Do any of the following issues that relate to aggression or violence in the workplace affect you or your staff?
Bullying in the workplace:-
Q: Have staff ever complained or are you aware of any instances whereby staff have been subjected to harassment, torment or bullying behaviours from their peers, subordinates or managers?
Dealing with difficult customers or difficult people in general
Q: Does your organisation ever experience disgruntled customers or people who express dissatisfaction with aspects of your customer service for either legitimate or non-legitimate reasons?
Workplace harassment
Q: Does your organisation operate in an environment, state or territory whereby there are laws governing the requirement that you provide a workplace free of workplace harassment or bullying?
What type of training solutions are you seeking? Consider these questions to help you determine or confirm your needs:-
Customer service training
Q: Do you believe your organisation and ultimately your customers would benefit from staff having improved customer service skills?
Effective communication skills - broadly
Q: Would your organisation benefit from having staff able to more effectively communicate with peers and customers through developing higher order communication skills?
Workplace communication skills
Q: Would staff respond better to each other and customers if they had the ability to develop and demonstrate greater levels of Rapport, Empathy and Influencing skills?
Conflict resolution skills
Q: Would your workplace achieve greater harmony if staff new how to counter-intuitively respond to situations of conflict as apposed to instinctively reacting out of emotion?
Training in specific interpersonal skills
Q: Have you ever had the feeling that there is something just missing in our customer service experience, something that you just cannot put your finger, but you know we can do it better if we try?
Developing persuasive techniques in communication
Q: Would you or your staff benefit from learning the three key corner stones to being persuasive. You can develop these skills and learn the techniques and with mastery you could employ all three when appealing to someone to influence their thinking or behaviour.
Empowering people in adversarial situations
Q: I’m sure most of you would agree that everybody at some stage in their life wants to feel empowered in either their day to day life or in their job. Well why not offer them the opportunity and teach them how and improve their life and your business.
