Dealing with Occupational Violence & Aggression

Empower your team to act safely, decisively and legally when tensions rise

Violent and aggressive incidents can and do occur in our industry. Whether it’s a guest who’s had too much to drink, a dispute between residents, or a customer frustrated by service delays – frontline staff and managers can unexpectedly find themselves dealing with unacceptable and threatening behaviour.

In response to real incidents that have impacted our members, CCIA NSW is delivering training to help public-facing team members better identify, manage and de-escalate potentially violent situations before they get out of hand.

Our new half-day, Dealing with Occupational Violence & Aggression workshop will provide practical skills to protect staff, customers and business owners, while supporting workplace safety obligations.

Participants will learn how to confidently assess risks, apply de-escalation strategies, and integrate safety practices into WHS Policies and Procedures.

Workshop Content

• What constitutes occupational violence and aggression
• Current Safe Work Australia statistics
• WHS legislative requirements
• Risk Management for prevention of occupational violence and aggression, including formal and dynamic risk assessment
• Crisis communication tips
• The SAFETY model: Stay Aware, Act Professionally, Follow Protocols, Escalate Concerns, Take Precautions, Your Wellbeing
• Post-incident recovery and support.

Learning Outcomes

On completion of the workshop, participants will understand:

• What constitutes occupational violence and aggression and the potential impact on mental and physical wellbeing.
• The prevalence of occupational violence and aggression, particularly in relation to their own industry and workplace.
• Their legislative obligations and requirements.
• How to apply a formal preventative risk management process to minimise the risk of occupational violence and aggression.
• How to apply a dynamic risk management model that includes practical information and tips for employees to use in real time if facing an incident of occupational violence and aggression.
• The importance of all aspects of communication, including de-escalation strategies based around empathy, and crisis communication tips.
• How to apply the Safety Australia Group prevention of OVA model S.A.F.E.T.Y.
• How to identify post incident support and recovery strategies, both internal to their organisation, in addition to external supports.

Who Should Attend?

Team members in public-facing roles, including:

• Customer service
• Cleaning and maintenance
• Sales
• Complaints handling
• Managers and assistant managers.

Date
Tuesday 29 July 2025
9am – 12:30pm

Delivery Method
In-person workshop designed to maximise engagement through practical, hands-on exercises.

Cost
$420 per person (includes course materials and morning tea).

Certification
Certificate of Attendance provided.

About the Provider
This course is delivered by CCIA NSW in partnership with the Safety Australia Group, a leading national provider of workplace health and safety services. With a reputation for industry-best training programs and expert facilitators, Safety Australia Group works across all sectors to improve safety performance and reduce risk. Their interactive and practical training approach ensures content is not only informative – but highly applicable to real-life situations.

Presenter
Bernadette Brennan, Senior Consultant

Register your team today and take the first step toward a safer, more confident workplace.

If you have any questions or difficulties registering, please contact Keira Phillips at CCIA NSW 0455 327 100 or email keira.phillips@cciansw.com.au.