The duties of a front-line staff member span a broad range of responsibilities; this requires them to be both trained and qualified to perform these duties in a professional and competent manner. Occasionally front-line staff are faced with conflicts resulting from individuals who may not be accepting of an Officer/staff member’s role or actions. Under these circumstances, they are compelled to manage the situation and resolve the conflict, while remaining within the parameters of statute law and organizational policy.
This course provides Municipal Officers specific training for developing both, verbal and non-verbal skills to address the most common challenges they face while performing their duties. Participants will learn how to recognize anger within themselves and others, providing them with the opportunity take proactive measures to de-escalate an emotionally charged situation, and maintain control in high stress scenarios where conflict or physical violence may arise. The content will cover basic concepts of communications, dealing with anxiety, developing rapport, verbal de-escalation techniques, and recognizing important indicators and pre-assaultive behaviours.
The soft hand self-defense and escapes practical portion of the course provides a 9 to 1 Participant to Instructor ratio, which ensures that each participant receives maximum supervision by an Instructor to develop muscle memory, in addition to learning to perform the techniques efficiently and with confidence.
Course Objectives:
- Tactical communications
- Communication obstacles
- Learn how the 3 forms of communication relate to job function
- The importance of recognizing your anger and anger in others
- The concept of anger escalation as it relates to diffusion of hostility
- Differences between “anger” and “hostile behaviour”
- Identify your own triggers & how to avoid being “baited”
- Read and assess body language communication
- Identify the 4 proxemic zones and their impact on conflict
- Practical soft hand self-defense and escape techniques
For information on ordering a private course, please contact our Corporate Training Manager at (705) 835-3177 or email us at info@caninefoundations.com