Assault Management for Front-liners

1. Assault Management for Front-liners

2. Why assault management? • ‘Workplace violence’ covers physical assaults, threats and verbal abuse by customers or co-workers during work. • It is a live issue affecting your staff, visitors and patrons to premises under your control. • How you manage work-related violence reflects on your system of managing safety and health within your company or organization.

3. Why assault management? • Elsewhere in the world, workplace violence is recognized as a major issue requiring management and workers’ concerted action. • There are no separate statistics for work-related violence in Hong Kong kept by the Police or the Labour Department, but some local organizations are beginning to accept this as an issue and have started to address them.

4. Why assault management? • The risk of workplace violence raises concerns for employers, including psychological trauma to the affected worker, stress and low morale to his fellow workers, negative publicity, potential civil liability etc. • The consequences of an inappropriate response could be very costly in corporate image terms. It takes ten times more effort and resources to repair damages done.

5. How about you? • Do you have a system for managing assaults? • Do you or your managers know exactly what to do when they happen? Have you got the policy and procedures to deal with them? What have you planned to prevent them? Have you trained your frontline staff with the right mindset and skill-sets?

6. Your chance to get trained • Since 2002, K & M have offered customized and public workshops on crisis management touching on workplace violence. • In response to client feedback and request, we are offering this workshop focusing on assault management.

7. Our Objective • This is an intensive one-day course tailor-made for the supervisors and their frontline staff who are exposed to the risks of assaults. • Our objective is to increase their confidence by learning about preventive measures and response skills

8. Format • A fully participatory workshop conducted in Cantonese, with practical tips, case studies, role plays, demonstrations, and diagnostic advice for the participants. • We welcome participants describing their own case experience in the pre-training survey, and we’ll try to deal with them during the workshop

9. Contents This workshop covers – • Managing assaults: benefits and consequences; • Inter-personal skills for managing difficult and aggressive people; • Violence prevention and response; • Managing explosive situations; • Post-incident management, including taking statements; • Self-protection skills for unarmed supervisors and their staff, with demonstrations and practices.

10. Speakers LEE kai-fat (李啟發) B.A.; M.Phil. (HKU); Ph.D. (Leeds) • K F has over twenty years of experience in public administration, corporate communication and brand value management. • He has first-hand experience dealing with difficult political situations, confrontations and negotiations involving difficult personalities and groups.

11. Speakers Melisia LEE (陳素娥) B.A. (HKU); MLS (U. of Western Ontario) • Melisia has twenty years’ experience in corporate management, training and development, public relations strategy and promotional work. • She has hands-on experience in handling different types of crises and has organized open and tailor-made workshops for major companies covering communication skills, workplace safety, crisis and injury management.

12. Speakers Experienced enforcement officers • Experienced officers will advise on the proper ways of responding to physical attacks, • share their experience in taking statements after an incident and • demonstrate some easy-to-learn personal self-defense techniques.

13. Who should attend? Front-line managers and supervisors, especially • Those carrying out inspection or enforcement duties; • Those providing retail, customer, security, healthcare, social support, counseling or education service; • Facility managers, risk managers, safety managers, HR personnel; • Those who have to deal with a major operational crisis; • Those having to face hostile clients while working alone or in small numbers;

14. About K & M Consultancy Co. Ltd. • K & M specializes in corporate management issues, training and development, public relations strategy and promotional work. • It has a strong team of partners with a wide range of expertise in occupational safety and health, human resource management, corporate training, market research and event management.

15. For enquiries, please contact us by • Phone: 2578 9648 • Fax: 2578 9806 • E-mail: kmconsu@netvigator.com Website: <http://www.knmconsu.com>