Bring this training to your location.

Overview

Workplace violence couldn't happen at your organization ... or could it?

Workplace violence can strike anywhere, anytime. It doesn't matter if your company is a small mom-and-pop business or a large corporation. It doesn't matter if you're in Middle America or on the East or West Coast. And it doesn't matter what type of business you work for.

In these times of turbulence and unrest, safety and security issues on the home front and in the workplace are more critical than ever before. Terrorist threats, mass corporate layoffs, a depressed economy and political upheaval are all real factors contributing to stress and emotional anguish in the workplace.

Read More

As people feel pushed to the breaking point, workplace violence becomes more of a reality. Employees need procedures and policies in place to follow in case of emergency, and - just as important - the training and confidence to put those policies into action should the need arise.

As a front desk professional, you are the first line of defense against security breaches, safety concerns and volatile situations

Your role as a front desk professional requires you to wear a variety of hats during your work day - among them gatekeeper, communications expert, phone whiz, mediator, troubleshooter and secretary. As the first person vendors, visitors and delivery people have contact with, you are the eyes and ears of your organization. It is up to you to spot potential troublemakers, identify red flag behaviors, prevent breaches of security and act with confidence and authority when situations threaten to get out of hand.

In this powerful, eye-opening workshop, you'll discover a variety of tools, techniques and strategies for securing your front desk area and staying calm and in control when faced with emergency situations. We'll cover preparation and prevention techniques for natural disasters, theft, property damage and other crimes, offer tips for identifying potentially violent or unbalanced individuals, cover building and facility safety measures, and reveal ways to shore up weaknesses in procedures that may leave your organization and employees vulnerable to outside influences.

Agenda

Violence and safety in the workplace today

  • The truth about violence in the workplace today: what constitutes it, who’s at risk and why it’s getting worse
  • How vulnerable is your organization?
  • Ways to identify and eliminate security gaps in your front desk area
  • Insights and advice from OSHA on maintaining a safe working environment
  • How to create an emergency procedures manual
  • Guidelines for designing and implementing an emergency action plan everyone can follow

No-nonsense management of your front desk and lobby area

  • Your role as "gatekeeper": What are your responsibilities regarding safety and security measures? What can you be held accountable for?
  • Stay one step ahead of emergency situations with information-gathering and strategic planning
  • Emergency response strategies to get help fast when you need it
  • How to gather information and act as a point of contact during employee disaster drills
  • Tips for managing the flow of vendors, customers and other visitors who come through your doors
  • The importance of a well-designed check-in and check-out log
  • Procedures that ensure restricted areas remain restricted
  • Ways to enforce visitor identification and escort requirements
  • How to handle cold-call vendors
  • Strategies for managing multiple distractions

Critical communication skills no front desk professional should be without

  • How your listening skills can be your best asset when it comes to handling sticky situations and touchy personalities
  • Telephone skills to help you "listen between the lines"
  • Tips for swiftly establishing credibility and authority with visitors
  • How to develop your own personal telephone poise and presence
  • The legal way to handle "reference" calls - what you can and cannot say
  • How to use email safely and securely
  • The truth about intuition - learning to trust your instincts
  • How to lower your stress quotient and enjoy more balance and serenity, even during hectic workdays

When worst-case scenarios become real; handle emergencies while keeping yourself and others safe

  • Techniques for "talking down" a threatening person and regaining control of an explosive situation
  • What to do when a confrontation turns serious and weapons become involved
  • How to handle these frightening situations with confidence:
    • Thefts, robberies and break-ins
    • Bomb threats
    • Fires, earthquakes and other disasters
  • Legal guidelines for reporting injuries and other emergencies

Security measures to increase workplace safety

  • Strategies for protecting proprietary company information
  • Basic, common-sense security practices suggested by law enforcement
  • Building and facility safety practices recommended by security experts
  • Ways to protect workers after-hours; how to make sure your facility is secure and employees stay safe when working late

*Price may vary by location and date.