Benefits of De-escalation & OVA Training for the travel industry with Resolution Education
Resolution Education’s training for travel industry workers can significantly reduce the number of violent or verbally aggressive altercations that occur in airports, aeroplanes, buses, and taxis. With our training, employees feel much safer in their everyday roles, knowing that the potential for trauma is greatly reduced. If a dangerous situation does occur, staff will have the best techniques and training to deal with it appropriately, without causing further harm. The entire team can become better at working together, with every individual knowing their role in conflict resolution and being armed with proven systems to boost security.
We use our signature A.D.P. Framework (Awareness, De-escalation, Protection) to effectively teach all members of an organisation. A.D.P. teaches in levels, starting with the basics and gradually building skills, which promotes better learning. It also ensures that staff get the extent of training they need, so those requiring the most complex training can take all levels of training, and those who only need the basics don’t have to.
Our comprehensive training also covers the full timeline of an altercation – from the first warning signs, to dealing with the aftermath legally and to the organisation’s procedures and policies. With a renewed peace of mind in their workplace, staff can get back to providing excellent airline services with confidence.
Comprehensive De-escalation & OVA Training for the Travel Industry
De-escalation & OVA Training in the Travel Industry
The travel industry is a distinct sector that encompasses various modes of transportation including airlines, aeroplanes, buses, and taxis, as well as associated venues like airports. Given the inherent stresses associated with travel, the long duration of journeys, and the extended wait times, conflicts can arise. Abuse is always dangerous, but needs particular care in this industry – whether it’s happening in the air, at security gates, in a car, or at the front desk or ticket counter. Aggression can be over the phone/email or in person, and physical or verbal.
Regardless of how and where it occurs, aggression is something staff should be equipped to deal with. To prevent harm, travel industry employees should know how to de-escalate conflict before it occurs, and know what to do if a serious altercation happens. This helps to keep both staff and the public safe.
At Resolution Education, we strongly believe that everyone deserves to feel safe while working. All workplaces should keep their risk level at a minimum. We provide the best training possible to travel industry staff so they are able to confidently and safely deal with altercations and effectively de-escalate conflict. No matter who or what is causing the problem – whether it’s based on a disagreement, an issue with customer service, a communication barrier, or any other kind of distress or trouble – our comprehensive training teaches employees to appropriately manage aggression.
We can train:
- Administration Staff
- Air Traffic Controllers
- Airfield Operations Staff
- Baggage Handlers
- Taxi drivers
- Bus drivers
- Cleaning Staff
- Engineers and Mechanics
- Flight Attendants
- Pilots and Co-Pilots
- Reservation and Passenger Services Agents
- Security
- Ticket Agents
Resolution Education has over 25 years of experience in training all kinds of staff, in all kinds of industries. We pride ourselves on the safety we’ve built across Australia in hundreds of workplaces. We’ve worked with organisations big and small, and with all levels of staff. Whether it’s a customer service rep or a CEO, we can offer the best resolution training to ensure they, their peers, and their clients are safe. We work with you to understand your organisation in depth – both the day-to-day operations and the roles of employees – to give the best training possible, including customised role-playing scenarios.
Resolution Education has the following training for the travel Industry:
- De-escalation and OVA (Occupational Violence and Aggression) Training Frameworks customised to the workplace
- Tactical Communication Training
- Consultation with organisation representatives to ensure fit-for-purpose training programs and supporting materials
- Face-to-face training, and virtual and video-based eLearning
- Evaluation report post-training to determine success level (including the use of trainee feedback)
Training Courses for Travel Industry Workers
- De-escalation and Advanced Tactical Communication Training
- Safe Restraint Techniques – Mechanical and Physical
- Physical Intervention Training to keep the team safe
- Phone De-escalation Training
- Train the Trainer (have your organisation’s internal trainers deliver OVA and Restraint Training)
- Customised Training for specific roles in the travel industry
We work with a variety of travel organisations, not limited to the following:
- Cargo Airlines
- Flight Schools
- International Airlines
- Large and Small Airports
- National Airlines
- Recreational Flying Organisations
- Regional Airlines
- Sky Diving Organisations
