Benefits of De-escalation & OVA Training with Resolution Education
Resolution Education’s training for gambling and gaming venues significantly reduces the risk of violent or verbal altercations that occur. In spaces like pokies rooms, where tensions can run high and patrons may be under the influence of alcohol, anger can build and altercations may occur without the right de-escalation techniques. When employees are trained to deal with aggression, they can feel safer and the entire workplace functions better. Danger is significantly reduced and the team can work together with peace of mind.
Our A.D.P. Framework (Awareness, De-escalation, Protection) is our training method for educating all types of staff in an organisation – from waiters and assistants to owners and CEOs. A.D.P teaches resolution tactics in levels, from the simplest techniques to more complex concepts. Employees learn to the level that’s right for their role, with hands-on roleplaying to see how the training would be effectively used in real scenarios. Our comprehensive modules cover the full timeline of an altercation – from the first warning signs of aggressive behaviour, to dealing with the aftermath legally (and to the organisation’s procedures and policies).
Comprehensive De-escalation & OVA Training for the Gambling Industry
De-escalation and OVA Training in Gaming Services
In the gaming and gambling industry, staff may often deal with people who are upset, over-excited and/or under the influence of alcohol. There may also be cultural or language barriers that cause tension between staff and customers. In some cases, it can be the staff themselves who become agitated with difficult customers. These risks, paired with the many laws in place for gambling, and health and safety regulations to keep up with in hospitality spaces, mean staff have a lot on their hands.
Resolution Education teaches staff the skills to de-escalate conflict before it becomes serious. They need to feel safe in their workplace – something we believe should be a standard for all employees.
With the confidence gained from our training, the number of altercations at risk daily become fewer and fewer. Safety is increased for both employees and customers, making the venue a better place to be for everyone, which in turn boosts revenue.
We train:
- Gaming and Gambling Attendants
- Baristas
- Bartenders
- Chefs
- Cleaners
- Event Planners and Managers
- Hosts
- Cleaning Staff
- Managers and Supervisors
- Owners
- Valet Attendants
- Waitstaff
Gambling and gaming, especially when paired with hospitality, covers a wide range of services, with many types of staff with different roles and responsibilities.
Resolution Education has 25 years of experience across almost all industries, with organisations big and small and staff with hundreds of different roles.
We’ll 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. With our holistic approach, all staff know their role in de-escalation.
Resolution Education has a proven track record in the successful delivery of the following to gambling venues:
- De-escalation and Advanced Tactical Communication Training
- Physical Intervention Training
- Phone De-escalation Training
- Train the Trainer (have your organisation’s internal trainers deliver De-escalation & OVA Training)
- Customised Training for specific roles in the hospitality industry
- Face-to-face training, and virtual and video-based eLearning
- Evaluation report post-training to determine success level (including the use of trainee feedback)
