Some workplaces are inherently at greater risk and workers by virtue of their role and the environments in which they operate are exposed to higher levels of aggression and in some cases even violence, which can arise from either external sources; i.e. members of the public and customers through to internal threats from colleagues and co-workers.
Being able to successfully navigate this turbulence can be quite challenging without a safe, proven and effective approach.
When your job role involves following through with what may be perceived by others as inadequacies in the provision of service or unwelcome decisions or action, then skills in acting safely and communicating well become a high priority.
The uniquely developed and widely tested CARM core skill sets has been specifically designed to address the increased risk of :-
· threats to personal safety,
· incidents escalating,
· incidents becoming volatile,
· escalating levels of aggression or conflict,
· customer or public criticism or complaint, and
· external / internal resistance.
The potential exists for negative public perceptions to be reinforced if a situation is not managed exceptionally well, together with a range of negative personal and professional impacts that may continue to adversely affect staff, their colleagues and the organisations they represent.
CARM’s award winning programs provide a decision making process that is informed by risk to help people manage aggressive behaviours safely. The programs are underpinned by a unique counter-intuitive approach to thinking and communicating during these more challenging encounters.
This is achieved through developing competency in three key skill sets that focus on de-escalating aggression and influencing the outcomes positively. Staff are genuinely empowered to feel confident in themselves and their ability as well as justified and reassured in the validity of their actions and intentions.
