Preventing verbal and physical aggression against public-facing workers: theory, techniques and tools

Working with the public can expose workers to critical incidents, including encounters with aggressive and provocative individuals. A person displaying aggressive behaviour is typically someone who does not feel understood and expresses this distress through their actions. Workers need to recognise these situations promptly and prevent episodes of uncontrolled anger and aggressive escalation.

Soft skills for workplace safety and wellbeing

In every professional setting, effectiveness, safety and wellbeing depend not only on technical skills but also on people’s ability to manage relationships, emotions and critical situations. Soft skills — such as self-awareness, emotional intelligence, effective communication and stress management — are now recognised as key drivers for improving individual and collective performance, preventing workplace accidents […]