If you are in the unfortunate position of being involved in a robbery, you need to be aware of your body’s physical and mental reactions. This awareness, in combination with safety procedures and techniques, will allow you to safely communicate with the robber and to handle the highly stressful situation. This course provides managers, supervisors and workers with the CORE mental and practical skills to successfully deal with a robbery incident. Identify different types of robberies, understand the psychological aspects involved, and discover advice and techniques that can be used to defuse both soft and hard robberies.
Know the application of CORE skills for a robbery (Cope; Observe and listen; Respond appropriately; End the incident successfully).
Participants will also learn about post-robbery procedures, from the practical aspects to the emotional aftermath. This course includes a number of video clips to illustrate key concepts. Quizzes throughout the course help to measure and encourage learning.
Note that the course builds on the customer communication skills developed in the Dealing with Difficult or Hostile Customers e-course.
Typical psychological and physiological reactions to robbery
Communication skills during a robbery
Recognizing and understanding different types of robberies
Post-robbery procedures, including robbery box, reporting and recording, and emotional and mental well-being
Upon completion of this course you will be able to
Recognize different types of robbery and your stress reaction in the event of a robbery
Know the application of CORE skills for a robbery (Cope; Observe and listen; Respond appropriately; End the incident successfully)
Understand your role during and following a robbery
Control your psychological and physical reactions to a robbery
Average time to complete this course is approximately 1.5 hours.
This course is recommended for managers, supervisors and workers who are at risk of a robbery or similar violent confrontation.
Dealing with Difficult or Hostile Customers
This course is delivered as an on-line e-learning course. All you need is a computer, access to the Internet - and you are ready to go! This e-learning course is designed to help you learn at your own pace and in your own environment at your own convenience.
During checkout, you can choose to register as a single learner or select a multiple learner license. With a multiple learner license you will act as an administrator and add learners from your company. See the tabs above for additional information.
Also available in French.