Benefits of De-escalation & OVA Training with Resolution Education
Resolution Education’s training for hospitality organisations significantly reduces the risk of violent or verbal altercations that occur. Employees can feel much safer in their roles and know that the potential for danger is significantly reduced. Even if a situation with an aggressive person occurs, staff will be equipped to handle it. This keeps both employees and customers safe and, ideally, happy – a key for any organisation. The team will be more aware of their environment and better able to work together, with systems that really work to de-escalate tension.
Our A.D.P. Framework (Awareness, De-escalation, Protection) is the method we use to effectively educate all types of staff in an organisation. It teaches resolution tactics in levels, starting with the basics and increasing in complexity. This means all employees can learn techniques to the level they require, as well as learn how to work as a team. It also helps with memory, to ensure staff truly learn our training. 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). Staff can return to providing excellent hospitality services with confidence.
Comprehensive De-escalation & OVA Training for the Hospitality Industry
De-escalation and OVA Training in Hospitality Services
In the hospitality industry, staff may often deal with people who are tired, hungry and/or under the influence of alcohol. There may also be cultural or language barriers that cause tension between staff and customers. Sometimes staff themselves can become agitated if a customer is being difficult. These risks, paired with the many health and safety regulations to keep up with in hospitality spaces, mean staff have a lot on their hands.
Aggressive situations – whether they’re in person, over the phone or email, and physical or verbal – are unfortunately rising in occurrence across all industries. Without staff having the correct training, these scenarios are even more likely to happen, and more seriously. Staff must learn how to de-escalate conflict before it becomes serious.
Resolution Education teaches staff the skills they need to feel safe in their workplace – something we believe should be a standard for all employees. Our training makes staff confident in managing aggressive behaviour, significantly reducing the number of altercations that may occur on a daily basis. This increases safety for both employees and customers. Our training comprehensively covers everything staff need to know in regards to conflict resolution – specific to your industry and organisation, and including working with a range of customers.
We’ve trained:
- Attendants
- Baristas
- Bartenders
- Chefs
- Cleaners
- Delivery Drivers
- Event Planners and Managers
- Front-Desk/Reception Staff
- Hosts
- Housekeeping Staff
- Managers and Supervisors
- Owners
- Porters
- Sales and Marketing Staff
- Valet Attendants
- Waitstaff
Hospitality covers a wide range of services, with many types of staff with different roles and responsibilities. We are confident in training all staff and working with them to understand their needs. Resolution Education has 25 years of experience across almost all industries, with organisations big and small and staff with hundreds of different roles.
This has allowed us to fully understand the ways different organisations need resolution training, because each business and individual faces different scenarios and requires different methods to de-escalate conflict. 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, with customised role-playing scenarios.
Resolution Education has a proven track record in the successful delivery of the following to hospitality services:
- De-escalation and OVA (Occupational Violence and Aggression)Training Frameworks customised to 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 Hospitality Workers
- 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
We work with a variety of hospitality organisations, not limited to the following:
- Bars and Nightclubs
- Catering Businesses
- Conference and Business Event Locations/Staff
- Delivery Services
- Event Locations
- Fast Food Restaurants
- Hotels, Motels, Airbnbs and Bed & Breakfasts
- Restaurants and Cafés
- Tourism, Entertainment and Recreation Establishments
