For workers who deal with customers, clients, patients or the public: recognising warning signs, staying safe, and reporting every incident.
Violence and aggression at work includes physical assault, threats, abuse, intimidation and throwing objects, by customers, clients, patients, members of the public or co-workers. It is a psychosocial hazard that WHS or OHS laws require businesses to manage like any other risk. It is not part of the job.
This talk covers what counts as violence and aggression, the warning signs, basic de-escalation and getting to safety, the controls in the work design, and why reporting every incident matters even when nobody was hurt.
After the session, participants will be able to:
No. It covers recognising aggression, keeping distance, de-escalation and getting to safety. Physical intervention and restraint need specialist training and should only be part of a planned control where your risk assessment requires it.
Yes. The slides, handout and guide are editable, and the facilitator guide marks the places to add your own procedures, contacts and photos of your workplace.
No. It is there if your business wants a record that each worker understood the key points. The attendance record on its own shows who attended and when.
Yes. Presentations, guides, workbooks and templates are supplied in editable formats so you can adapt them to your workplace. The copyright notice must stay.
Yes. The hazards and the controls in each toolbox talk apply in any workplace. The duties slide and the facilitator guide's "check before you deliver" table refer to Australian WHS and OHS laws, licences and standards, so a business elsewhere should swap those for its own country's rules. Everything is editable.
Yes. The package includes an editable certificate template, an attendance record (Word, plus an Excel register) and an optional 10-question multiple-choice assessment with an answer key, so you can record who attended and, if you choose, that each worker understood the key points. It is a certificate of completion issued by your business, not a nationally recognised qualification.
Yes. The packages are designed for face-to-face sessions and work over a video meeting platform. The facilitator guide notes where an activity needs adjusting for online delivery.
Yes, as many times as you like, for your own organisation's workers.
Your rights under the Australian Consumer Law are not affected. See the Refund Policy for how we handle a package that is faulty, not as described, or not what you ordered.
You keep the version you bought for as long as you use it, and corrections to that version are made available to you. A new edition, for example following a significant change in the law, may be sold separately.
More answers on the home page, or contact us.
For every worker: what bullying and harassment are, what they are not, and how to raise a concern or support a colleague.
For workers who are on their own or a long way from help: what can go wrong, and the communication and check-in controls that bring help quickly.
For every worker: what sexual harassment is, the employer's positive duty to prevent it, and how to report it or support someone who has experienced it.
All 28 toolbox talk awareness packages in one purchase: a year of toolbox talks and more.