Quell Training

Managing Workplace Violence for Managers

This course has become one of our fastest development courses for managers over the recent months, in both the United Kingdom and within the Island of Ireland. It has alerted those in roles of responsibilities to the risks faced by staff and the consequences of not being proactive in protecting staff.

The course has not been designed to be an umbrella of exercises to protect those in positions of authority, but more in assisting them in producing simple but effective models, and develop realistic solutions to issues relating to how to effectively put steps in place to reduce risks faced by all staff.

We within Quell are regularly asked by legal teams and large organisations after an incident to help find fault, or to put together a plan to develop not only policies but training programmes.

In our experience it is essential that managers through to supervisors that are responsible for staff that may either encounter the public face to face, or work alone have clear procedures to determine avoidance of risks in relation to workplace violence and more importantly actions to take when something does happen.

More and more staff are becoming victims of abuse, threats and assaults and it therefore the duty of everyone to prevent, deter and defuse possible risks.

If you would like to know how you can increase the chances of protecting staff and therefore reduce the risks, then contact us at Quell.

Quell moves forward with E Learning

We at Quell over the years have been approached by many different organisations within our sector of workplace violence, from panic alarms to different types of training aids, but a high degree of our clients know how cautious we have always been at putting the name of Quell against a certain product, a lot of our training helps companies think of ideas and solutions to limit the amount of extra cost to protect staff.

But within the team at Quell we have all came to see benefits of a new E Learning program we have been actively working with for some time and in partnership with another leader in the Conflict Management, Lone Working and Dealing with… in pushing forward a up to date and visually/interactive selection of courses to aid companies in preventing incidents related to workplace violence.

These new programs will allow companies to restructure their own approach to the delivery of training to staff, for example if you are a small company with limited costs and resources we can help you with a online package that can accessed at anytime when registered in subjects relating to workplace violence. If you are a large multinational company and need to break up the training because of commitments and require only half-day training sessions, then we can help by using the E Learning and then half day packages if needed, or if a high risk is identified then a totally new design bespoke package will be created. Lastly whatever size you are but you need a different approach to your inductions for new staff to understand importance of Lone Working for example, then again we can help. Inclusive of one of our favourites is that if your staff underwent training 2yrs previously and you and your staff would benefit more from a refresher then the E Learning can be used for that as well.

This new form of training is something that we believe is needed to promote the levels of training in this sector, and is also showing now that everyone within the training delivery arena will have to update and change their approach towards the requirements of the clients.

If you would like to know more then please contact anyone at the Quell Team for more information.

Dealing with Challenging Behaviour Training is now a priority…..

Dealing with Challenging Behaviour Training is now a priority…..

This is something we at Quell have been discussing this year already as Dealing with Challenging Behaviour Training is now a priority for most organisations trying to prevent incidents of workplace violence.

We have been actively working with organisations from the Public, Private and Community & Voluntary Sectors in dealing with challenging behaviour training to assist them in identifying clear, preventative measures which are also cost effective, and then designing with them realistic and beneficial training packages to help staff stay safe, but also managers in putting into place measures to help everyone know exactly what to do in the event of an incident.

Dealing with Challenging Behaviour Training is not something which should be ignored or put down to mandatory training.  Over the past 10 years of being heavily involved in the prevention of workplace violence, we have found attitudes and behaviours have evolved and in some instances become more demanding and sometimes people’s expectations do outweigh their needs; this then results in having to deal with challenging behaviour for members of staff.

Before you think you don’t have to deal with people who show signs of challenging behaviour, or you already cover this type of training ask yourself the questions, “does it work and are you fully prepared if an incident arises?”, or “would you know what to say if you were challenged by authorities/investigation team to prove you did all that was necessary to protect your staff?”.

If you think Dealing with Challenging Behaviour Training is something that could help you reduce the risk towards you or your staff, please do not hesitate to contact us at Quell as we are always ready to help you prevent, deter and defuse incidents relating to workplace violence.

Blog by Will Holland

Personal Safety Awareness Training

Safety Awareness Training         

The term ‘ Personal Safety Awareness Training ’ is another heading that recently appears to being put out there as another form of training, but realistically it is Personal Safety Training just with the word “Awareness” added.

Personal Safety Training is a key area that any employer should realistically concentrate on if he or she has identified a risk to themselves or their staff. Awareness is a part of the training that looks at how we can recognise a problem, and then think how they could prevent, deter or even defuse it escalating.

Over the past few months I have been delivering more and more seminars and talks on the subject of workplace violence, that incorporates both lone working and personal safety, and a lot of attendees are coming to me or the Quell team to ask questions about the terminology or wording that they have heard that has confused them in understanding what the training they specifically need.

In simple terms a lot of people use fancy names and phrases to explain different types of training requirements, but overall the best approach is to identify the risk and then think of the best form of training to meet that demand.

Personal safety training is another path that can be taken if you think it is what you need, however the training of workplace violence is like a menu and if you need certain elements like lone working or dealing with aggressive people, then this can also be added to the menu to meet your needs.

If you think you need help or guidance on personal safety awareness training and the best approach to your requirements, then please contact us below and we are more than happy to help you find the right training for you.

Lone Worker Training, I don’t need to learn this!

Recently when delivering a session on Lone Worker Training an attendee commented before I had even started my session that he did not need the training, as he had done the job for 20 years and all he needed to remember was if he got in a difficult situation was to have no witnesses!

I am sure a few readers of my blogs would probably gasp at the comment and think, no way would anyone in their right mind come out with a comment in public like that; well you would be wrong as comments like this arise every now and then in various styles throughout my delivery of workplace violence training.

However, it would be very easy for me to either laugh it off or concentrate on the comment, but we have to remember as trainers that sometimes people don’t want to admit they are vulnerable or be highlighted to the fact they could be at risk if they don’t do “A” or “B”. I always try to instil a degree of trust in my training by ensuring I am not there to teach them how to do their job, but to ask them what would they do if they were confronted with this or that?

Once my attendees at Lone Worker training realise there is more now to the delivery of Lone Worker Training, then they also see that effective techniques and proven skills can help them if they are faced with a situation of violence while working alone.

Remember it is good for everyone now and then to step back and think “what if”… even me!

For more information on Lone Worker Training contact us at Quell.

Should we trust Technology to keep us Safe

At the moment there are many pieces of new technology being touted as the newest way to keep ourselves safe. Whilst I agree that this new equipment is very useful and very practical I do at times get a little concerned that lots of organisations are buying this technology and equipment and seeing it as a one stop shop for staff safety.

However can technology read body language?  Can it understand the warning signs that a person may be about to be triggered into anger or aggression? Can it stop you saying something inappropriate at the wrong time in a stressful situation that may then escalate the situation? Can it advise you where to stand in a house or an office with a clear exit route?

I would also be concerned that some workers may even be getting into situations that they should never be in because of a misguided belief that this new technology is like a magic wand which can get them out of any situation.

Whilst I totally agree that any technology that can be introduced to make a worker safer can only be a good thing I am very aware that we can never allow this to become a short cut or a quick fix.  There is no substitute for actually training your staff in practical skills such as lone working, conflict management or dealing with difficult people.

Interpersonal skills, being aware of body language and signs of escalation and personal safety are the real essential skills that all staff require.  Once this training has taken place then any practical technology that can be used as extra safety would be a very welcome addition for the worker. Even then let us not forget to train the staff fully in its usage and how it works alongside the other practical skills.

For Information on the training we provide please contact us at Quell.

Blog by Will Holland

Quell Speaks at Various Seminars & Conferences

SignageOver the past few years not only have our services been requested to help reduce workplace violence by implementing new procedures or revise training delivery, but we have been inundated this year for us to speak at various forums on various subjects relating to violence in the workplace.

Our experience in engaging with the audience and ability to highlight how small steps in assessing risks, can assist in addressing the exact training requirements that can help change behaviours towards staff improving their own has been requested more and more throughout the year.

The seminars and conferences we are now asked to speak at are becoming more focused on the risks faced by staff in the terms of violence and aggression, and it is a known fact that the more a person understands a subject, the more they will not only address it head on, but feel more confident to implement changes for the long term.

If you need or would benefit from our knowledge of workplace violence, or would like some guidance on how we can help you with your seminar or conference for both internally or various stakeholders then speak to us at Quell and see how we can help you.

Workplace Violence: Should we have a contingency plan?

It still surprises me sometimes that when I ask organisations (throughout multiple sectors), ‘do they have a plan if a member of staff is threatened or assaulted’? That I still get the response, ‘we would ring Human Resources’ and then they reply, ‘we would ring the PSNI’.

That all sounds great on paper, but when you calculate things like response times of the PSNI, location of the incident and the severity of the assault it can make you realise that you don’t have a plan.

We always train the “What if” and I am sure you will all agree that there are thousands of possibilities, but we look at smaller incidents that can have an effect on an organisation through threatening or aggressive incidents.

At Quell we go to events and are asked to give presentations on “Workplace Violence” and before we start most people say “We don’t have that Problem” but when I have finished our presentation you would be surprised by the number of people who ask us to visit their organisation or help with their Policies.

We only ask a simple question to all members of staff, from the CEO to the person on the shop floor and it is “what would you do or what should you do in the event of an act of aggression”

Blog by Will Holland

For help or guidance in the subject of workplace violence, on where you stand or don’t stand contact us at Quell.


Lone Working: I seem to go from one argument to another on Home visits!

This statement was made during one of our Lone working sessions last week.

Seems like a simple enough comment to most but this is a common theme that a lot of the lone workers that we have trained have stated.

It is impossible at times to judge the mood or attitude lone workers will encounter when conducting their meetings in other people’s homes during assessments or visits.

But during our training we look at all the preventative measures first and then discuss how we can use simple techniques like the plausible excuse to vacate the residence.  However leaving a situation of frustration or aggression means that you sometimes have to go back and in a perfect world you may be able to go back with two people, but realistically with current pressures and manpower constraints it can be difficult to go as a pair.  So what we look at are things such as the aggression cycle and how we can return after a few hours when adrenaline has decreased to the point where rational communication can be used to resolve the situation.

At times lone workers believe the only option is to stand their ground and try to defuse the escalating situation, but sometimes it is just as easier to leave, and return after a few hours.

We take the approach that the lone workers safety is paramount and we devise realistic skills to defuse and deter the possibility of aggression.

Blog by Will Holland

If you would like to know more about our lone working training please contact us at Quell for more information.