De-escalating Hostile and Dangerous Situations plus
Armed Robbery Prevention Training
Your staff are your most valuable resource and we have a duty of care to protect them
What You'll Be Learning
Here is a snapshot of the introduction to my De-escalation training workshop
Why this is important
Over the past decade, there has been a steady rise in the number of attacks on police officers, council staff, healthcare workers and anyone who is in a face to face or telephony role. A difficult and potentially dangerous situation for officers involves being called to a scene and engaging with a person who may be posing a risk to staff and themselves. Most individuals are not dangerous, but a special set of skills are required to bring a mutually successful end to a potentially hostile encounter
call Gerald +61 415 776 669
or email firstname.lastname@example.org
What Our Customers Are Saying
What do our past students think of the course?
Gerald is an incredibly patient trainer who really knows how to be empathetic and understanding in these situations. The scenarios and examples were related to our area as we don't have a typical 'store front' but we do provide services to the public on a daily basis
Council - Regional Queensland
There has been an increase in 'soft crime targets' over the past few years and we needed someone who not only had the knowledge on Armed Robbery Prevention, we also needed someone with exception communication skills in De-escalating hostile people and dangerous situation, Gerald fit that criteria perfectly.
Council - Queensland
What You'll Be Learning
Here is a snapshot of the introduction to our Armed Robbery Prevention Training workshop.
- tHE PRESENTER
- DE-ESCALTION OUTLINE
- ARMED ROBBERY OUTLINE
Gerald Pauschmann is the director and founder of PauschManagement Pty LTD and 12 years ago he started to notice an alarming rise of increased violence towards healthcare workers, authorised compliance officers and local law officers.
Seeing a gap in the training being offered to council employees on how to manage such unpleasant encounters and inspired to help after reading of a horrific attack on a parking attendant who had been assaulted for simply doing their job, he developed and created a program called "Dealing with Hostile and Violent People" or DHVP program along with the CODE-A an armed robbery prevention training guide on how to handle dangerous situations.
He then partnered with the Peak services formally LGAQ, and has travelled to over 30 councils throughout Queensland, training over 15,000 council employees sharing critically important de-escalation strategies and techniques through a series of thought provoking scenarios, highly engaging and sometimes confronting methods.
The overwhelmingly successful trainings he has run with Peak services can be tailored to address the needs of local councils served by the Gold Coast City Council.
With 23 years of training and public speaking experience and as a co-founder of the Institute of Learning Practitioners (ILP), a certified learning practitioner (CLP), a member of the Australian Institute of Management (AIMM) and an NLP practitioner, Gerald is a leader in the training industry and has become one of the most highly sought after to speak to audiences on how to handle dangerous and hostile situations in Queensland.
Understanding that there needs to be a good balance between communication and being aware of the tools and ‘tricks of the trade’ to deal with some of these issues. This needs to be an essential learning outcome (it was noted that although some officers have useful tactics, these strategies are not always documented so there is very little reference material available for new or existing officers).
- Being aware of their surroundings to position themselves so they are not vulnerable to physical attack
- Adopt de-escalation techniques (designed to prevent an aggressive or violent incident)
- Learn ‘Calming’ communication
- Learn to avoid language that escalates aggression
- Practice the three ‘R’s – Response – Reaction – Reflex
- Get to know the practical tips around being vigilant
- Skills to deal with the abuse to soften the approach
- Avoiding language that increases anxiety (e.g. ‘Complaint’ or ‘Unfortunately’ etc)
- Being aware that the role of the officer can provoke a ‘siege’ mentality
- Using assertive and de-escalating language (not manipulative, passive, aggressive or sarcastic language)
- Develop a sense of ‘appropriate’ resilience eg, not always good to ‘fight fire with fire’
- Using negotiation tactics to meet the needs of what your responsibilities are and the needs of the customers
- Applying tactics to disarm aggressive communication
We never want to think about something as awful as being caught up in a situation such as an armed robbery. But if you work in an industry that is vulnerable to such risks, preparation could help you to minimise the risks should you be exposed to danger of this nature.
This session provides you with general information about how to best manage robbery related risks.
By the end of this course, you will have a better understanding of how you can protect yourself and others around you, during a robbery related incident.
In this session, employees will learn about:
- Become familiar with how to manage robbery related risks.
- Learn to identify important aspects of safe behaviour during a robbery.
- Learn to identify how victim injury and victim behaviour can be linked to each other.
- Identifying certain aspects about the crime
- Manage our own heath, safety and well-being