Personal Safety Training Techniques

"Managing difficult customers more effectively"

Methods of Conflict Resolution

There are a number of ways to minimise conflict or personal threat situations. Here are a few of the more common considerations.

On the Streets

  • Keep your coat unbuttoned lest you are grabbed.
  • Hands out of pockets - you may need them.
  • Keep your jewellery concealed.
  • Only take essentials out in your bag, if its full of precious personal stuff you may not relinquish it readily if mugged - end up getting physically hurt.
  • Let them notice you noticing them. Don't be an easy target.
  • If possible walk on the right hand pavement - facing oncoming traffic - don't be taken by surprise by curb crawlers.
  • Check the area around you continuously -the sooner you notice something starting to develop, the more time you have to deal with it before it becomes serious and can remove yourself.
  • Never be a nosey parker - easier to drive away from trouble if pointing forward.
  • No one enters your personal space unless you let them.
  • If a stranger approaches you in the street with a seemingly innocuous question - keep you space, beware distracting or overly submissive body language - this could be an overture to an attack.

Work Place Out and About

  • If you have a routine to visit people vary it, vary times routes, days if possible.
  • Make sure you have back up in place and know how to summon it before you need help. Preemptive planning.
  • Does a nominated person at your base have a list of you itinerary, how long will you be, what will they do if you're not back at the expected time?
  • Do your research - be aware of location or individual's history before knocking at a door.
  • Be prepared to change your plans - when you're greeted by Jack Daniels and his alsation at the threshold. Yes your gut reaction is right.

 Surprise, surprise...

How will you apply what you have learned to your job?

— I will be able to identify people who are becoming distressed and also know what body language and words to use.

— Will use some of the tactics learned to ease tension, avoid conflict and hopefully get more productive results.

— I will deal with difficult customers in a more sympathetic way.