Managing Aggression in Customer Service Roles

In this blog post, our Occupational Violence & Aggression Practise Lead, Joe Saunders, shares a recent personal experience in a retail environment. *** “What the *** are you talking about! I need this! I wouldn’t bloody be here waiting in line for 20 minutes like a ****ing idiot if I had already got it!

By |2021-10-12T14:11:34+10:00May 4th, 2021|News|0 Comments

Assertive Courtesy: A 21st Century Technique for Managing Conflict

I’m sure at some stage in our lives, we’ve all been told that we need to “stand up for ourselves” and not let anyone push us around. Likewise, we’ve all likely been told to be polite, choose our battles or “go with the flow.” In the field of verbal self-defence (alternatively called conflict management,

By |2021-08-19T22:06:48+10:00September 28th, 2020|News|0 Comments

Developing your intuition in a world of distraction

Intuition is an interesting concept. It’s something nearly all of us acknowledge the existence of. If you’re a spiritual person you might call it psychic, or a word from God, energy of the universe, etcetera. If you’re more of a scientifically minded sceptic, you might explain it through the lens of the reticular activating

By |2021-08-19T21:37:20+10:00September 17th, 2020|News|0 Comments

Decision Making, Risk and Your Three Lives, Pt 3: Propelling Yourself Forward

Building good risk management practices means building individual decision-making from the ground up, and giving members of our organisation the awareness and knowledge to make better decisions in their personal and family life first. This will, without a doubt, reflect in better decision-making at work. You can read more about this here and here.

By |2021-08-19T16:55:08+10:00June 18th, 2020|News|0 Comments

Decision Making, Risk and Your Three Lives, Pt. 2: It’s NOT as Complicated as You Think

We all play different roles at different times – parent, friend, employee, leader, employer, manager, partner, spouse, etc. But separating these is becoming harder and harder with technological advancement and globalisation. More and more, the lines between the three aspects of life – work, personal and virtual – are blurring, and even more so

By |2021-08-19T16:47:46+10:00June 15th, 2020|News|0 Comments

Decision-Making, Risk and Your Three Lives

Risk can be defined as the effect of uncertainty on possible outcomes. This means every decision, at every level of the organisation, has some level of risk to it. Effective decision-making lies at the heart of managing risk. And managing risk, now more than ever, is the responsibility of every individual within an organisation.

By |2021-08-19T16:41:21+10:00June 9th, 2020|News|0 Comments

7 Mistakes Organisations Make When Tackling Customer Aggression

I’ve been working around customer aggression and workplace violence for close to 15 years now. In that time, I’ve worked amongst a variety of industries including, but not limited to: Hospitality and liquor retail Private security Hotel and resort industry Hospitals and healthcare Human services and community support roles Travel and aviation Funeral industry

By |2021-08-19T15:52:00+10:00December 5th, 2019|News|0 Comments

Keeping Families Safe this Halloween by Ron Amram

Halloween can be a great opportunity for kids and parents to have a wonderful time together. Dressing in a costume, going trick-or-treating with family and friends, and let’s not forget what it’s all really about – candy! At the same time a child travelling alone, after dark, in an unfamiliar environment and in a

By |2021-08-19T15:25:35+10:00October 31st, 2019|News|0 Comments
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