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WORKPLACES ARE NOW LEGALLY RESPONSIBLE FOR THEIR EMPLOYEES PSYCHO-SOCIAL HAZARDS AND PHYSICAL RISK 




​Let RAVES assist in your training and policy development today,

2 - 3 hour workshops or whole day conference training

​This custom designed session tackles the conflicts and potentially aggressive behaviours that you may be exposed to in  your workplace: between colleagues, clients, outside visitors or 'pop-in's'.

OUR SESSIONS ARE CUSTOMISED TO SUIT YOUR INDUSTRY NEEDS
Discover tools  and hacks to harness the power of the brain to understand what triggers aggression, how to de-escalate potentially threatening situations and re-establish workplace trust with easy to remember diversionary hacks.  Sometimes it is a comfort to remember that it is the pre-programmed primitive caveman that causes conflict, and that there are easy ways to get back to our inner-healer with humour and grace.  The most threatening people are usually suffering the most pain, and they need us more than ever.   It hits the mark for risk-management, team-building  and personal and professional development.
raves practical self defence
​Do you want your staff to have easy to remember self defence skills to keep themselves safe before, during and after work?  Below is RAVES menu of our world class defensive measures and approximate session timings.  Appropriate for a one-off session or ongoing staff professional development and risk management this session is low impact and for all fitness levels.

Self defence menu:
  • Rules of self defence and criminal code right to defence (essential 10 mins).
  • Vocalisation and boundary sentences (essential 5-10 mins).
  • ​Pressure point identification (5-10 minutes low-impact partner work)
  • Strangulation (10 minutes).
  • Rear attack (10 mins).
  • Front attack/ being dragged (10 mins).
  • Thrown to ground/ sexual assault (15-20 mins).
  • Car abduction (10 mins). 
  • Defence against weapons (20 mins).

Previous martial arts experience or advanced physical strength or fitness are not required.  This session is safe for everyone.  The physical defence tools are just one part of the strategy and are designed to be remembered quickly and instinctively in a crisis situation and are designed to empower the aged, women, teens, and persons with disabilities.
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Communication Hacks to De-escalate Aggressive Behaviours

  • Identify aggressive client behaviours and why they may occur in a workplace or clinical setting.
  • Consider measured or learned responses, as opposed to a defensive reaction, to defuse a potentially threatening situation (mindfulness tools).
  • Consider the step-by-step process of isolation, delay, communication, and delegation as a circular de-escalation strategy in conflict and aggression.
  • Discuss communication tools and techniques to create a non-threatening environment.
  • Remove communication barriers (such as passive aggression) and develop active listening tools.
  • Ask two simple questions to decide when to confront, and when to retreat.
  • Consider advanced communication techniques such as ‘verbalising the implied’, 'distraction and delay', ‘negotiation’, and ‘confrontation’.
  • Develop 'habit sentences' as a controlled response strategy.
  • Continually prioritise your mental health by identifying and addressing stressors triggered by conflict in the workplace.
  • Summarise with 7 simple hacks that you will remember in even the most stressful conflict situation.
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CUSTOMER CALL CENTRE DE-ESCALATION HACKS
Just like road rage, people seem to be a lot braver when they are behind the wheel, or yelling at you on the phone... even when you are trying to help, and probably bursting for a toilet break.  This course is designed for the largest growing workplace - call centres and customer intakes - and give some simple tools to understanding our brain, the responses of our clients, and redirecting our reactions to enable safer, more controlled responses.  These strategies will transfer seamlessly to high stress personal situations and professional confrontations.  Because we know that when you are happy at home, and feeling supported in your workplace then stress will decline and personal satisfaction will increase.  And this is what we want for you, because everyone deserves to feel safe.
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These are some of the learning outcomes that Call Centre Hacks aims to provide in a two hour professional learning blitz:
  • Identify aggressive client phone behaviours and why they are increasing in our post-covid call centre environments.
  • Consider how our brain works when on the phone:
  • Why we relive uncomfortable conversations at 2am in the morning?
  • How we might use this knowledge to diffuse aggressive clients.
  • How to recognise and reprogram destructive self-talk?
  • Workshop four (4) customer service techniques and discuss the most relevant in your call taking environment.
  • Consider the step-by-step process of isolation, delay, communication, and delegation as a circular de-escalation strategy in call taking.
  • Discuss communication tools and techniques to create a non-threatening environment.
  • Remove communication barriers (such as passive aggression) and develop active listening tools.
  • Ask two simple questions to decide when to and when to disengage from the call and escalate your safety response.
  • Consider advanced communication techniques such as ‘verbalising the implied’, 'distraction and delay', ‘negotiation’, and ‘confrontation’.
  • Develop 'habit or boundary sentences' as a controlled response strategy.
  • Continually prioritise your mental health by identifying and addressing stressors triggered by conflict in the workplace.
  • Summarise with 5 simple hacks that you will remember in even the most stressful conversations.​
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Safe Workplace Practices During Client Visitations
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  • Conduct pre-interview environmental and client scanning processes.
  • The development of workplace relevant client checklists.
  • Consideration of client mental health and disabilities.
  • The use of verbal and non-verbal cues to de-escalate conflict situations.
  • The lawful consideration of self defence and responsible responses to aggressive behaviours.
  • Consider the step-by-step process of isolation, delay, communication, and delegation as a circular de-escalation strategy in conflict and aggression.
  • Practical application of the RAVES self defence drills to workplace scenarios.
  • Practical application of self defence and vocalisation drills for employees with disabilities.
  • Improve and standardise workplace incident reporting and communication.
  • Understanding the importance of employee mental health and peer support.
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Erin draws on 12 years policing experience in the Queensland Police with specialisations in specialist crowd control units, covert capacities in prostitution and pedophile task forces, investigating juvenile and sexual assault related crime and developing, facilitating and assessing QPS training programs.  In 2006 she started one of the world’s first and only female independently owned and operated MMA based training facilities and providing workplace training and legal consultation in use of force applications and policy.  Erin currently attends government departments local councils, workplaces, not-for-profit associations, community groups and high schools teaching personal protection strategies, respectful relationships training and developing courses and policy to support workplaces in crisis and change management in reform implementations.
Self Defence when dealing with volatile clients
March 2018
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​Thank you so much for the fantastic training session yesterday... The team haven’t stopped “raving” (pardon the pun!) about it to the rest of the team and making them very jealous, so no doubt we will need to book in another session with you later in the year.  We have been practicing our helmet and ‘combing’ hair around the office when we see each other.
 
We all got a lot of the session and you were an excellent instructor, it was A LOT of fun and incredibly enjoyable!
 
Natasha Wright
Senior Advisor
Peak Services