Managing Aggressive Clients

Managing Aggressive Clients

This three hour seminar will provide employees with verbal and non-verbal  personal safety skills and strategies needed to recognize, reduce, manage and protect themselves from aggressive and confrontational/violent behaviour in the workplace. Topics covered include:


  • Proxemics (space) as it relates to personal safety
  • Personal zones and how they can be manipulated to de-escalate aggressive behaviour
  • Why the “Reactionary Gap” is so important to employee safety
  • How to approach or remove yourself from an aggressive person in the safest manner possible
  • Why “cornering” techniques should be avoided when interacting with clients and what an employee can do to avoid them
  • The use of “Team Tactics” to enhance personal safety
  • "Choice" communication skills that an employee should use when attempting to de-escalate aggressive behaviour
  • How volume, tone, pitch, and rate of speech can work to your favor or to your detriment
  • The power of Neuro-Linguistic Psychology (NLP) and how it can be used to keep an employee safe
  • A five step process known as “Verbal Judo” that can be used to assess and re-direct aggressive behaviour into a positive outcome
  • Pre-assaultive body cues that will provide employees with a gauge to assess if a person is about to assault them
  • How to change from a threatened to a challenged/confident mindset when dealing with a problematic client.


Personal Protection Systems Inc (PPS) is British Columbia’s leader when it comes to providing safety awareness, violence prevention and educational training specific to Managing Aggresive Clients In the workplace. PPS has  provided workplace violence prevention training to Federal, Provincial and Municipal government, as well as to private industry, since 1993.


While others in our industry seek out police endorsements, or advertise that they have or do work with law enforcement, "WE ARE" current or past law enforcement professionals, and bring this experience and pedigree to all our programs. There is a difference !!!


No matter what the job, this program will help your organization to minimize risk, and provide employees with realistic skills to safely manage non-verbal, verbal, and even physical aggression. A safe workplace environment promotes employee wellness, reduces fear and anxiety and helps to build employee confidence, which in turn has a positive impact on improving client services.


Whether you are looking for violence prevention training to meet the requirements of the Provincial Occupational Health and Safety Regulations, or training to reduce the anxiety and stress of employees due to foreseeable violence issues, our program "Managing Aggressive Clients" can meet and exceed your needs.               


Seminar Length: 

3 hours


Seminar Cost: 


Greater VIctoria: Group rate of $850.00 plus GST

Outside Greater Victoria: Please call for quote


Class Size: 

Unlimited



Some of our past clients: 


* Panorama Recreation Centre

* Pearkes Recreation

* Island's Trust

* The Cridge Cetre

* St Vincent Depaul

* St Joseph The Worker Parish

* Women In Need Society

* Sooke Family Resource Society

* Delta Ocean Point Resort

* Ministry of Public Safety and Solicitor General

* Ministry of Natural Resource Operations

* Nine Ten Club

* Hillside Centre

* Uvic School of Nursing

* University Canada West

* Ministry of Community Sport and Cultural Development

* Cowichan Tribes

* City Of Langford

* Tourism Victoria

* Victoria Pathfinders

* B.C. Gaming Commission

* Employee Learning Services

* CRD Water

* Ministry of Aboriginal Affairs

* Crystal Pool

* Eclectic Group

* Pacific Coast Savings Credit Union

* Harbour Towers

* Federal Government Health Expo

* Separation and Divorce Resource Centre

* Ministry of Forests and Range

* Canada Immigration

* University of Victoria

* Times-Colonist

* B.C. Ambulance Service

* Grant Thornton Job Placement

* Worklink

* Ministry of Children & Family Development

* B.C. Hydro Power Pioneers

* Superannuation Commission

* Ministry of Education

* Telus

* Cridge Centre

* Canadian National Institute for the Blind

* CRD 911

* Victoria Boys and Girls Club

* Ministry of Information, Science & Technology

* Ministry of Employment & Investment

* Military Resource Centre

* District of Highlands

* Sierra Systems

* Ministry Responsible for Seniors

* Somerset House

* St. John’s Ambulance

* Central Park Lodge

* Ministry of Health

* Victoria Gerontology Association

* B.C. Transit Supervisors

* Ministry of Human Resources

* All Departments of the City of Victoria

* The Bay

* Victoria Alcohol and Drug Services

* Intercultural Association of Greater Victoria

* Gentiva Health Services

* Alpha Home Care

* Fairfield New Horizons

* Spectrum Job Search

* CRD Parks

* Cowichan Valley Regional District

* Chateau Victoria

* Child And Family Counseling Association

* GDS & Associates

* Women’s Transition House Victoria

* Surrey Community Services

* Hartland Landfill

* District of North Cowichan

* Centre for Curriculum Transfer and Technology

* Oaklands Community Centre

* Colwood Dental Group

* Children’s Commission

* Ministry of Sustainable Resource Management

* Vancouver Island Health Authority

* Cadillac Fairview Security

* Salvation Army

* Victoria Emergency Mental Health

· Surrey and Whiterock Home Care

· Cool Aid Employment Services

· South Island Regional Foster Parents Association

· Delta Victoria Ocean Point Resort

· School District #63 Professional Day

· Ministry of Veteran’s Affairs

· Rotary Club of Victoria

· Victoria Hospice Society

· Victoria Cool Aid Society

· Victoria Native Friendship Centre

· Peninsula Community Association

· CRD By-Law Enforcement

· Victoria Community Police Volunteers

· Ministry of Attorney General

· The Lodge at Broadmead

· Lambrick Park Church

· Emergency Social Services

· Ministry of Finance

· Francophone Society

· Lakehill Preschool

· Aids Vancouver Island

· Child Protection Office

· Eaton’s

· Ministry of Labour

· Oak Bay Recreation Centre

· Citizens Counseling Centre

· Head Injury Society

· CFB Esquimalt, Learning and Career Centre

· Langley Family Services

· Greater Victoria Public Library

· Camosun College

· Ishtar Transition Housing Society

· Nisga’a Lisims Government

· Single Parents Branch of the Ministry of Human Resources

· Victoria Aids Resource & Community Service Society

· Ministry of Social Development and Economic Security

· Nuu-chah-nulth, Community and Human Services

· South Vancouver Island Assessment and Resource Services

· Ministry of Advanced Education, Training and Technology

· Industry Training and Apprenticeship Commission

· Fairfield Homecare Services / South Victoria Homecare

· Office of the Superintendent of Motor Vehicles

· Fernwood Community Centre

· Pearkes Recreation Centre

· Yates Street & Westside Medical Clinics

· Victoria Regional Dental Hygientists

· Sooke Seniors Centre

· Rogers School

· Vancouver Island Multiple Births Association

· Southern Vancouver Island Family Child Care Association

· Women In Need Society

· South Island Training Initiative

· BCAA

· First Metropolitan United Church

· Ministry of Energy

· The Saanich Baptist MAPS Group

· Glenwarren Lodge

· Berwick House

· Chintz & Co.

· Ministry of Transportation



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