Essential Workplace Violence and Aggression Training

Enhancing safety and confidence in challenging interactions

Protect your people, your culture and your reputation

Customer-facing roles often involve complex and emotionally charged interactions. At times, employees may face verbal or physical aggression from clients or members of the public.

Developed by a former Inspector of Police, this evidence-based training equips employees with the confidence and practical skills to recognise, prevent and manage aggressive or violent behaviour.

The program is ideal for employees who visit clients in their homes or work in customer service, reception, retail or community-facing environments. Training is delivered through a blended model, combining self-paced online modules with a live facilitated session, available onsite or remotely.

Participants will explore the dynamics of occupational violence and aggression, practise de-escalation techniques, and understand their roles and responsibilities under current WHS/OHS legislation. The result is a more confident, capable and resilient workforce.

Made for you: The content of this course is adaptable to your specific industry and location requirements, as well as state regulations.

Occupational violence and aggression training

Interactive and practical training Sessions

Designed by a former Inspector of Police, this workshop is facilitated by experienced trainers who combine practical expertise with an understanding of real-world workplace challenges.

Through scenario-based learning and group discussions, participants develop effective communication skills, learn to regulate their emotions, and take proactive steps to maintain a safer work environment.

The training introduces the SAFE Engagement Framework™, focusing on four key areas: Strategic Situational Awareness, Active De-escalation Strategies, Focused Defensive Tactics, and Effective Incident Reporting.

Each facilitator brings credible experience, professional insight, and a supportive approach that helps participants build confidence and trust in applying these skills at work.

Best for: Employees in customer-facing or high-stress roles

Duration: 4 hours or full day (customised to your training needs and chosen topics)

Delivery: This training is available in two formats: a full-day, fully facilitated workshop; or a half-day blended model that combines in-person or remote learning with online resources.

Flexible Group Sizes: Up to 25 participants, with customisation available

Investment: Contact us for a tailored workshop outline and fee schedule.

Book a Discovery Call

Training outcomes

By the end of this session, your customer-facing team will be able to:

Recognise the early warning signs of potential aggression.

Apply de-escalation techniques to defuse tense situations.

Use practical techniques to maintain personal safety

Understand legal obligations and reporting procedures

Occupational violence and aggression training FAQs

General program information

1. What is the SAFE Engagement Framework™?

The SAFE Engagement Framework™ is a proprietary, research-backed approach designed to address Occupational Violence and Aggression (OVA). Unlike standard training programs, it integrates real-world case studies, law enforcement strategies, and compliance with Australian Standards. This unique framework combines individual skills, organisational planning, and actionable techniques to create safer workplaces.

The acronym SAFE represents the four core principles of the framework, each targeting a critical area of focus:

Strategic Situational Awareness: Learn to identify and assess risks early, preventing escalation.
Active De-escalation Strategies: Gain proven tools to defuse aggression and handle conflicts with confidence.
Focused Defensive Tactics: Acquire practical techniques to protect yourself and maintain personal safety in high-risk scenarios.
Effective Incident Reporting: Master clear and accurate documentation to enhance workplace safety and ensure legal compliance.

The SAFE Engagement Framework™ delivers a structured, results-driven approach to managing OVA. It empowers teams to foster safer, more resilient workplaces while meeting regulatory requirements.

2. Who developed the SAFE Engagement Framework™?

The SAFE engagem Framework™ was developed by Victoria Beresford, a former NSW Police Inspector with over 25 years of experience in leadership, risk management, and dispute resolution. Victoria holds advanced qualifications, including:

A master’s degree in dispute resolution.
A master’s in human resource management.
A diploma in workplace health and safety.
A diploma in government investigations.

Victoria’s extensive law enforcement career uniquely qualifies her in this field. She has managed and de-escalated hundreds of conflicts in homes, communities, and workplaces, gaining unparalleled real-world insight into the complexities of aggression and violence. While not every situation resulted in success, these experiences shaped her deep understanding of conflict dynamics and provided invaluable lessons.

As an Expert Witness for the NSW Supreme Court, Victoria has provided insights on domestic violence cases and police regulatory compliance. Drawing on this expertise, she transitioned to workplace health and safety, designing and delivering training programs to address harmful behaviours in organisational settings.

As the creator and presenter of the SAFE Engagement Framework™, Victoria combines her law enforcement background with practical workplace safety expertise. Her training goes beyond theory, offering actionable strategies informed by decades of real-world experience.

3. What industries is this training most suitable for?

4. Is the training tailored to our specific workplace challenges and risks?

5. Do you provide training outside Melbourne?

Yes, we provide training across all Australian states and territories. While based in Melbourne, we are happy to travel to your location to deliver in-person sessions.

For added flexibility, we also offer remote training via interactive online sessions, making it easy for organisations anywhere in Australia to access the program without compromising on quality.

If your organisation is located outside Victoria, we can customise the training to address your specific needs and local compliance requirements. Travel arrangements can be discussed to ensure a seamless experience.

Additional Information:

The standard cost of the training applies across all locations.
Travel expenses, including transportation and accommodation (if required), will be added to the final invoice.

Let us know your preferences, and we’ll tailor a solution to suit your team!

Training structure and content

6. Does the training align with current health and safety legislation?

Yes, our Occupational Violence and Aggression Training is fully aligned with:

Victoria’s Occupational Health and Safety (OHS) Act and regulations.
The Model Work Health and Safety (WHS) Act, applicable in other states and territories.
AS/NZS ISO 45001:2018 – Occupational Health and Safety Management System.
AS 3745:2010 – Planning for Emergencies in Facilities.

Whether your organisation operates in Victoria or elsewhere in Australia, our training ensures you are equipped to meet your duty of care and build a safer workplace culture.

When booking, you can specify the jurisdiction you want us to focus on. We will customise the content to reflect the state legislation and compliance requirements relevant to your location, giving your team the tools and confidence to manage workplace health and safety obligations effectively.

7. Can the training be customised to align with our existing health and safety policies?

Absolutely! At Trust Culture, we recognise that every organisation faces unique challenges when it comes to managing Occupational Violence and Aggression (OVA). That’s why our OVA Training is fully customisable to align seamlessly with your organisation’s existing health and safety policies.

State and Territory Compliance

Our training is tailored to meet the safety legislation and compliance requirements specific to your state or territory. Whether it’s the Occupational Health and Safety Act 2004 (Vic) or the Model Work Health and Safety Acts applicable in other jurisdictions, we ensure the content reflects local regulations and obligations.

National Operations

For organisations operating across multiple states and territories, our training covers compliance requirements for all relevant laws. This approach equips your team to confidently manage OVA risks nationwide.

Industry-Specific Focus

If your organisation operates in high-risk environments like health care or faces unique OVA challenges, we customise the training to address these specific needs. Using industry-relevant case studies and examples, we ensure the content is practical, relatable, and directly applicable to your workplace context.

By aligning our workshops with your organisation’s goals and policies, we deliver training that is practical, engaging, and focused on creating a safer, more secure work environment. This approach empowers your team to confidently manage OVA risks and foster a proactive safety culture.

8. Are there interactive components, such as role-playing or simulations?

Yes, the training incorporates interactive elements designed to engage participants and enhance practical learning. These include:

Case Studies: Explore real-world examples to connect concepts with workplace scenarios.
Group Discussions: Encourage collaboration and shared insights for deeper understanding.
Scenario-Based Exercises: Practice applying safety principles to realistic challenges.

These interactive components ensure the training is both engaging and practical, helping participants build skills they can confidently apply in the workplace.

Post training support

9. Does the program include post-training support or resources?

Yes, the program includes comprehensive post-training support to ensure lasting improvements in workplace safety and knowledge retention.

Every participant receives a concise SAFE Engagement Playbook summarising the training content, with additional insights and links to practical resources for ongoing development.

Together, these resources equip participants and organisations with the tools to implement practical safety strategies and maintain a proactive workplace culture.

10. Is there additional support available after the initial OVA training?

Yes, we offer additional consulting services to further support your organisation, including hazard identification, risk assessments, policy development, and more.

We are also developing the SAFE Leaders Program, which is designed to build on this training. This mentoring program equips leaders, managers, and supervisors with advanced tools and strategies to effectively manage Occupational Violence and Aggression. The program guides participants through the 7-step SAFE Engagement Roadmap for Managing OVA, providing a structured and comprehensive approach to addressing workplace risks.

Program Highlights

Tailored Safety Plans

Over an eight-week period, we work with your team to create customised SAFE Engagement Strategy that align with Australian Standards, address specific workplace risks, and include both preventative measures and response strategies.

Risk Analyses

Our experts conduct detailed risk assessments to identify OVA hazards and provide actionable recommendations to enhance workplace safety and mitigate risks.

Ready-Made Resources

To streamline compliance, the program offers a suite of customisable tools, including:

1. Incident reporting templates.
2. Risk management policies.
3. Workplace behaviour and safety guidelines.
4. Emergency response protocols.

These resources are designed to ensure compliance with safety legislation while fostering a proactive culture of accountability and safety.

Learn More

Visit our course page for more information about the SAFE Leaders Program. Explore how this program can enhance your organisation’s approach to managing OVA.

11. Are there ongoing refresher courses or advanced modules available?

At Trust Culture, we are expanding our Occupational Violence and Aggression training with refresher courses and advanced modules designed to ensure long-term retention, skill enhancement, and confidence in managing challenging situations.

Refresher Courses

Release Date: Launching in 2026, these courses are designed to reinforce key concepts and boost employees' confidence in handling volitile situations.

Maintaining Workplace Safety Over Time: Regular refresher sessions help sustain high standards of workplace safety and preparedness.
Flexible Online Accessibility: An online version is in development to provide greater flexibility, ensuring organisations of all sizes can access this critical training.

Advanced Protective Defence Techniques

Developed in collaboration with experts in self defence, this module focuses on practical, advanced self-defence techniques tailored to workplace scenarios.

Tailored Training: Participants gain skills specific to common OVA situations, enhancing both personal and team safety.
Actionable Techniques: Learn practical methods to confidently manage high-risk situations.
Team-Building Benefits: This module doubles as a team-building exercise, fostering collaboration and shared commitment to workplace safety.
Comprehensive Program: Adding this module extends the training to a full-day session, providing an immersive, in-depth learning experience.

Workplace aggression training: How it works

Book a discovery call

Share your goals, challenges, team size and training requirements. We’ll share full details of our credentials, approach, course content and tailoring options.

Get your tailored plan

Once we understand your goals and specific needs, we’ll send you a customised plan which caters for your requirements and locations.

Reap the benefits

Your team will receive practical training that instils confidence, creates real change and helps your organisation reduce risk and stay compliant.