Safely Managing the Difficult Client
We provide a dynamic six-hour program, which teaches people what they need to know about recognizing, avoiding and managing potentially dangerous situations/client interactions. Through consultation with your organization, Safe and Sound will create a customized program to suit the specific needs and safety concerns of your staff.

Your staff will learn:
   • How to recognize the warning signs of violent behaviour
   • Conflict management skills
   • Tools to successfully de-escalate potentially volatile
     encounters
   • How to judge what an appropriate reaction is to each
     situation
   • How to maintain excellent customer service while keeping
     themselves and others safe
   • How to manage the difficult customer
   • How to manage their own performance when under stress
   • What to do if the situation does become violent
   • Simple self-defense moves

Optional Components
   • Physical restraint techniques
   • Handcuffing
   • Powers of Arrest
   • Legal Liability
   • Review of existing organization policies
   • Crime prevention through Environmental Design Site Audits

The participants will get a chance to test their new skills in a simulated, safe environment with a Padded Attacker (both verbal scenarios as well as physical defensive scenarios).

Group Ideas
Social workers, hospital staff, retail staff, front line customer service representatives, security personnel, restaurant/bar staff, or anyone who deals with difficult people.

Booking Requirements
Safe and Sound requires approximately 2 weeks notice to book a program. We are available for daytime, evening or weekends bookings. This program is suitable for men and women. Maximum of 30 participants.

Call (403) 216-7000 or email us at info@safeandsound.ca to book this program for your group.