This program teaches a set of specific behaviours and tactics with which staff can redirect hostile or aggressive behaviour of others, and generate voluntary compliance. It is aimed at customer service officers, librarians, development plan officers and health and building inspectors, i.e. anyone who could be in danger of physical and/or verbal abuse.

Who should attend

All staff

Content

Introduction:       

  • The five goals of the course
  • Traits of a professional

Module One:       

  • The goal of the staff handling difficult clients
  • The force of options used to achieve this goal
  • The habit of mind necessary to achieve this goal
  • The contact professional and the art of representation

Module Two:       

  • Two survival street truths of communication

Module Three:                    

  • Verbal karate versus verbal judo: definition
  • Physical demonstration
  • Verbal judo illustrated: "the five step hard style of persuasion"
  • The "tactical eight steps"

Module Four:      

  • How to recognise when words fail and be prepared to move to action:

S.A.F.E.R

There are five goals for teaching Verbal Judo to staff:

  1. STAFF SAFETY
  2. ENHANCED PROFESSIONALISM
  3. LESS COMPLAINTS
  4. LESS VICARIOUS LIABILITY
  5. REDUCED STRESS

Process

The facilitator will use group discussions, council case studies and local government oriented examples, to help you transfer your learning to the workplace.

Facilitator

Trevor Lawson