Working Safely with the Public

Are You Ready to Keep Yourself and Your Team Safe in Challenging Public Interactions?

Whether you're working in retail, customer service, healthcare, education, or any other public-facing role, ensuring the safety of both yourself and the people you serve is crucial. With a diverse range of individuals and situations, understanding how to work safely with the public - while delivering excellent service is essential to maintaining a secure and professional environment. 

The truth is, working safely with the public isn't just about protecting yourself from physical harm; it's about managing risk, handling challenging interactions, and ensuring that everyone feels respected, safe, and valued. If you've ever: 

- Struggled with handling difficult or confrontational members of the public. 

- Felt uncertain about how to navigate potentially unsafe or uncomfortable situations. 

- Wanted to create a safer, more welcoming environment for both staff and customers... 

This course is for you.

What You'll Gain

Real Skills, Real Impact

This course is designed to help you develop the practical skills and strategies to work safely and confidently with the public. From managing risk to handling challenging behaviour, you'll learn how to maintain your own safety while delivering a positive and professional experience for others. 

You'll learn how to: 

1. Understand the key principles of safety when working with the public, including risk assessment, situational awareness, and personal safety, including physical, psychological, and environmental hazards. 
2. Connect and de-escalate using effective communication skills to handle challenging interactions including conflict resolution, de-escalation, and active listening techniques. 
3. Understand your own response to conflict and learn strategies to manage both triggers and stress effectively and maintain composure in challenging situations. 
4. Assess your own well-being and state of mind before meetings and encounters by managing fatigue, hydration, hunger and overall readiness to stay sharp and effective. 
5. Manage mental and emotional health with effective debriefing and employee support following any incident. 
6. Understand customer expectations and how to meet their needs while maintaining a safe, professional environment. 
7. Maintain personal boundaries and respect privacy to avoid conflicts and protect both yourself and the individuals you interact with.
8. Recognise and respond to aggressive behaviour, learning strategies to de-escalate confrontational situations safely and respectfully. 
9. Manage difficult situations effectively, from handling complaints to addressing disruptions, while ensuring safety for everyone involved. 
10. Identify potential safety hazards in public spaces, including potential threats, environmental factors, and unsafe practices. 
11. Understand your rights and responsibilities as a worker in public-facing roles, including how to report incidents and escalate issues when necessary. 
12. Use workplace policies and safety guidelines to create a safe environment for both staff and customers. 
13. Promote a culture of safety in your workplace by setting a positive example and encouraging others to follow safety protocols. 
14. Create a positive and respectful environment where the public feels welcome, valued, and respected, while ensuring safety is maintained. 
15. Build confidence in handling emergency situations, such as accidents, threats, or health concerns, ensuring you know how to act quickly and safely.

Who Is This Course For?

Practical

Focused on real-world strategies and safety protocols you can apply immediately to improve safety and service.

Engaging

Designed to help you actively learn and apply effective communication, conflict resolution, and safety techniques.

Customisable

Tailored to meet your organisation’s specific needs and the challenges of working in public-facing roles.

What Participants Are Saying

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"Penny is an excellent facilitator and educator. I thoroughly enjoyed the course and walked out feeling more confident and knowledgeable"

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"Fantastic facilitator and great content with a super helpful and easy to follow workbook"

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