Day 1
Introduction
and Course Overview
What is
Workplace Violence?
Understanding
the Behavior Wheel
The Anger
Management Process
Communicating Better
The Four-Step Message
Are you a Good Listener?
Asking Questions
Three Keys
Basic Problem-Solving Tools
The Three-Phase Model
The Problem-Solving Toolkit
Skill Application
Other Ways of Managing Anger
Coping Strategies
Sanctuary
Relaxation Techniques
Day
2
A Systems
Approach
Developing
a Policy and Program
Risk
Assessment
The Five Stages
Risk Assessment for the Acme Widgets Company
Hiring
Practices
Workplace
Design
Workplace
Practices and Procedures
Security
Systems and Personnel
Systems Criteria
A System for the Acme Widgets Company
Training
Programs
Developing
Emergency Response Plans
Program Review
Day
3
Developing a
Threat Response Process
The Immediate
Response
Consulting
with the Experts
Gathering
Additional Information
Re-Evaluation
Communication
Deciding What to Say
Developing a Communication
Presentations
Employee
Interview
Risk
Level Analysis
The Five Categories
Case Study
Review and
Options
Analyzing the
Impact
Incident
Response Checklist
Process
Application
Workshop Wrap-Up