Self-Run (PDF) - Aggression & Violence - "The Client is Always Right."

$49.00

… A client becomes frustrated after waiting a long time and starts raising his voice….(Full content available in team session)

Recognising when customer or client behaviour becomes aggressive and understanding the importance of prioritising personal and bystander safety.
Understanding that aggression and violence are psychosocial hazards under WA Work Health and Safety legislation, requiring active prevention and management.
Identifying early warning signs of escalation and using calm, professional responses to reduce risk.
Appreciating how scenario‑based training strengthens confidence, awareness, and composure in challenging interactions.
Knowing the importance of timely debriefing and support, including access to EAP or peer assistance, to protect psychological wellbeing after incidents.
Strengthening workplace culture by promoting open communication, reporting, and continuous improvement in managing psychosocial risks.

Customer‑facing teams and service staff who regularly interact with clients, patients, or members of the public.
Workplaces where workers may encounter frustration, aggression, or heightened emotions from customers or clients.
Supervisors, team leaders, and managers responsible for ensuring worker safety and supporting staff after difficult interactions.
Organisations aiming to meet WA Work Health and Safety (General) Regulations 2022 requirements for managing psychosocial hazards.
Safety, HR, and training professionals seeking practical, discussion‑based tools to improve awareness and confidence in managing aggression at work.

We can customise this quiz or create a brand‑new scenario based on your environment, tasks, or industry.

… A client becomes frustrated after waiting a long time and starts raising his voice….(Full content available in team session)

Recognising when customer or client behaviour becomes aggressive and understanding the importance of prioritising personal and bystander safety.
Understanding that aggression and violence are psychosocial hazards under WA Work Health and Safety legislation, requiring active prevention and management.
Identifying early warning signs of escalation and using calm, professional responses to reduce risk.
Appreciating how scenario‑based training strengthens confidence, awareness, and composure in challenging interactions.
Knowing the importance of timely debriefing and support, including access to EAP or peer assistance, to protect psychological wellbeing after incidents.
Strengthening workplace culture by promoting open communication, reporting, and continuous improvement in managing psychosocial risks.

Customer‑facing teams and service staff who regularly interact with clients, patients, or members of the public.
Workplaces where workers may encounter frustration, aggression, or heightened emotions from customers or clients.
Supervisors, team leaders, and managers responsible for ensuring worker safety and supporting staff after difficult interactions.
Organisations aiming to meet WA Work Health and Safety (General) Regulations 2022 requirements for managing psychosocial hazards.
Safety, HR, and training professionals seeking practical, discussion‑based tools to improve awareness and confidence in managing aggression at work.

We can customise this quiz or create a brand‑new scenario based on your environment, tasks, or industry.