Posts Tagged ‘Nonviolent Confrontation Management Training’

Interrupting With Nonviolent Confrontation Management

January 17th, 2012 Comments off

Its amazing how quickly a situation can escalate when communication is failing.  On a train this morning headed to a meeting, the on-board ticket agent began checking tickets on my car without issue until he came to the passenger across from me.  The passenger was irritated over the thoroughness of having his ticket checked because it had already been check twice before boarding (as was mine).  The agent must have taken this attitude as a sign of guilt or fraud and began treating the passenger quite differently and in a more commanding tone.  The passenger became near irate and from his body language, it was surely going to escalate into a workplace violence incident once he stood up to confront the agent.

For passenger safety I interjected – and admittedly because a disturbance could delay the train and I’d be late for my meeting – and addressed both the agent and passenger using basic principles of nonviolent confrontation management (e.g. using the agents name from his tag, asking and using the passenger’s name, tone). The incident was defused, the passenger produced a valid ticket, the agent apologized…which was echoed by the passenger.  Off to my meeting…

Nonviolent Confrontation Management Would be a Good Start

January 9th, 2012 Comments off

Based on a study of 1,381 EMS workers across Ontario and Nova Scotia, 2 of 3 have experienced some type of abuse on the job.  Based on the types of abuse, personal protection training would be a handy asset, but nonviolent confrontation management would definitely benefit the early stages of abuse and prevent it from becoming a workplace violence incident.  Check out the story below…

By Linda Nguyen

Postmedia News  Dec 29, 2011 – 2:30 PM ET

TORONTO — More than two-thirds of paramedics have encountered some type of abuse, sexual or otherwise, while on the job, according to a Canadian study released Thursday.

A survey of 1,381 emergency medical service workers in Ontario and Nova Scotia reported they have been subjected to verbal, physical or sexual abuse while working.

“EMS providers can experience violence in the workplace as they perform their jobs in unpredictable environments and near people in crisis,” said Blair Bigham, an associate scientist with Rescu, a group based at St. Michael’s Hospital in Toronto.

Read more…

Well Played Mr. Leach!

December 9th, 2011 Comments off

Greyhound President and CEO Dave Leach turned some potentially damaging comments into an extremely creative marketing ploy by responding to Alec Baldwin’s slam.  After American Airlines had to engage Mr. Baldwin with nonviolent confrontation techniques and investigate an issue, Mr. Baldwin went on to take shots at American Airlines by comparing them to Greyhound – intentionally or unintentionally taking a shot at Greyhound.  Mr. Leach smartly wrote Mr. Baldwin a public letter for some fantastic free advertising – a description of Greyhound services are now being read by countless people following this story (excerpt below)…

Alec Baldwin ticks off Greyhound

By A. Pawlowski, CNN
…In an open letter to the actor issued Thursday, Greyhound President and CEO Dave Leach said he was disheartened to hear about the comments Baldwin made about the company.

“I’m the first to admit that Greyhound has had some challenges in the past, so I understand that you probably were basing your comments on that alone. But we’ve made so many changes in recent years to significantly improve the travel experience,” Leach writes.

“My guess is you’ve never traveled with us, but I ask you to give us a try for a number of reasons and see for yourself that we’re really a great way to travel.”

Leach then touts the hundreds of new buses the company has added to its fleet as well as the extra legroom, leather seats, power outlets and free Wi-Fi.

“I think you especially would find the latter two amenities exciting, because we don’t require our customers to turn off their electronic devices … ever. You could therefore play ‘Words With Friends’ during your entire trip and nobody would give you any grief over it,” Leach tells Baldwin in the letter.

Read entire story here.

HRCI Credits

November 29th, 2011 Comments off

IMAC Online Training is running a limited time 50% off promotion for its Nonviolent Confrontation Course in recognition of meeting the criteria to be pre-approved for HRCI credit.  Click here to obtain a voucher code for the discount.

Workplace Violence Training

November 18th, 2011 Comments off

Rob Shuster’s Nonviolent Confrontation Management course has met the HR Certification Institute’s criteria to be pre-approved for recertification credit.

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