SS002 : Situation Awareness Training

Duration

8 hours (1day) course.

Description

For personnel who come into contact with clients or the public. Designed to increase awareness of the essential skills necessary to deal with difficult or problematic situations and people.

Objective

To make personnel aware of the skills and strategies they can employ to improve customer service by identifying and avoiding potentially confrontational situations. Skills are imparted in such a way that they become instinctive, giving confidence and self-esteem to deal with other challenging situations.

Syllabus

Part One - Communication Skills

• Communication – verbal and non-verbal
• Interpreting body language / recognising guilt
• Awareness of cultural / personal space / territorial issues
• Dealing with the opposite gender

Part Two - Incident Management, including Assertiveness

• How to be assertive / developing confidence
• How to avoid confrontation / talking out of a situation
• Incident management
• crowd control
• summoning emergency services and help

Part Three - Teamwork

• Working in teams
• Developing initiative / identifying leadership potential

Part Four - Managing Physical Aggression

• Dealing with aggression / responding to physical attack

Training Methods

Lectures / Power-point presentation / demonstrations / video and practical exercises

Student Assessment

Continual/Progressive

Validity

On success - certificate of attendance.

Entry Requirements

Candidates should be proficient in spoken English.

Dates

As per schedule or as arranged with Corporate Groups.

Cost

Individual rates as well as corporate packages are structured to suit the needs of our clients. Please contact +971 04 33 22 555 or email hs@firstsg.com for a solution to your training needs.

Notes: Courses can be adapted to meet customer's specialist needs. Please contact the office to discuss specific requirements.