Service Industry

Benefits of De-escalation & OVA Training with Resolution Education

After completing Resolution Education’s training for service industry staff, you can be confident that the risk of altercations faced in your organisation will be reduced significantly. Employees can and should feel safe every day in their job, and with our training will be equipped to handle conflict and aggression. This increases the safety of the organisation for all, including the clients and customers you want to provide the best customer service to.

Resolution Education’s training teaches employees to work as a team, be more aware of their environment, and have systems and methods in place for de-escalating aggression. We use our signature A.D.P. Framework (Awareness, De-escalation, Protection) as a training method, which allows us to effectively teach all staff to the appropriate level. By increasing skills gradually, starting with basic levels of conflict resolution and increasing in complexity, trainees are more likely to retain the lessons and tactics taught. Resolution Education also covers all aspects of an aggressive situation, starting with understanding the early signs of conflict and progressing to what to do after an altercation has occurred. They’ll also be taught the specific legalities, policies and procedures for your type of organisation. It is important for staff to know their role in conflict resolution, including what not to do. This allows them to focus better on their jobs and feel peace of mind while working.

Comprehensive De-escalation & OVA Training for the Service Industry

De-escalation & OVA Training in the Service Industry

Service industry workers may face various kinds of aggressive situations on the job. An altercation may be caused by an upset client, a disagreement with another contractor, or even road rage while driving a company car to a job. Communication barriers can arise due to differences in age, culture and language. Due to the dangers apparent in many service-based jobs, such as trades, many safety measures have to be taken into consideration by workers. Aggressive scenarios – whether in person or over phone/email, or verbal or physical – only add to the potential danger and increase the risk for all parties involved.

With the correct training, however, service industry staff can become more confident and able to deal with conflict in the workplace. Resolution Education teaches staff how to de-escalate an aggressive situation and deal with the aftermath, as well as sense conflict before it escalates and reduce the risk. All of our training programs are built around our core belief: all employees have a right to feel safe in their role. With the skills gained from our training, entire organisations become safer places for both employees and customers/clients, reducing the number of altercations that may occur on a day-to-day basis.

We’ve trained:

  • Builders
  • Carpenters
  • Electricians
  • Engineers
  • Heavy Equipment Operators
  • Landscapers
  • Locksmiths
  • Mechanics
  • Painters
  • Plumbers
  • Repairers
  • Technicians

There are many different types of service industry organisations, and within them, many roles that employees can take. With our two decades of experience in resolution training, Resolution Education is well equipped to understand the functions of your business and offer the right training methods for your staff. We’ve trained organisations across all scales, from small businesses to large companies, and all types of staff, from administrators to owners.

Each business and each employee will face different scenarios day-to-day, and different types of aggression. They need specific methods for de-escalating and dealing with conflict. We create customised role-playing scenarios for your staff so they can practise real situations that may occur, giving them the best training possible to keep them safe.

Resolution Education has a proven track record in the successful delivery of the following in the service industry:

  • De-escalation and OVA (Occupational Violence and Aggression) Training Frameworks customised to the workplace
  • Tactical Communication Training
  • Consultation with organisation representatives to ensure fit-for-purpose training programs and supporting materials
  • Face-to-face training, and virtual and video-based eLearning
  • Evaluation report post-training to determine success level (including the use of trainee feedback)

Training Courses for Service & Construction Workers

We work with a variety of service industry organisations, not limited to the following:

  • Construction Companies
  • Entertainment Services
  • Health and Beauty Service Companies
  • Hospitality Services
  • Professional Services
  • Sports Services
  • Technical Organisations
  • Trades Industries
  • Transportation Services
  • Travel/Tourism Services

Customise Your Training Now

To enrol or find out more information please call 0800 895 201 or click the button below.

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