Workplace Aggression & Violence Training

Enhancing safety and confidence in challenging interactions

A practical, safety-focused approach for public-facing roles

Public-facing roles often involve complex and emotionally charged interactions. In some environments, employees and workers may be exposed to aggressive, confrontational, or unsafe behaviour from members of the public. Workplace aggression and violence can occur suddenly, escalate quickly, and have lasting impacts if not recognised and managed early.

Developed by a former Inspector of Police, this evidence-informed training focuses on early awareness, personal safety, and proportionate decision-making. Participants learn how to recognise early warning signs, understand escalation, and choose safer responses as situations begin to shift, without placing unrealistic expectations on individuals.

The training is suitable for employees and workers working across a wide range of public-facing roles, including retail, community services, health services, hospitality, reception, and roles involving visits to clients in their homes.

Participants first build a shared understanding of workplace aggression and violence, including common behaviours, patterns, and impacts. They are then introduced to the SAFE Engagement Framework™, a practical decision guide that supports safer responses in real-world situations. The program also supports understanding of reporting responsibilities and organisational obligations under current WHS and OHS legislation, without overwhelming participants with legal detail.

The outcome is a workforce that feels better prepared, supported, and confident to recognise risk early, prioritise safety, and seek support when needed.

Training approach

This workplace aggression and violence training is facilitated by experienced practitioners with law enforcement backgrounds, bringing real-world insight into managing challenging behaviour in public-facing environments.

Learning is delivered through professionally developed scenario-based activities, guided discussion, and practical reflection. Participants explore how risk can escalate, how personal safety can be prioritised, and how decisions can be adjusted as conditions change. The focus is on safety, proportionate response, and knowing when to engage, disengage, or seek support.

The SAFE Engagement Framework™ provides a clear, sequenced structure for responding to workplace aggression and violence through four focus areas:

Strategic situational awareness
Active defensive positioning
Focused communication strategies
Effective incident reporting

This approach supports consistent, defensible decision-making while recognising that no single response fits every situation.

Best suited for: Employees and workers working in public-facing, service, community, or high-interaction roles.

Duration: Half-day (4 hours) or full-day program, tailored to organisational needs and selected focus areas.

Delivery: Available as a fully facilitated onsite workshop or a blended program combining self-paced online learning with a live facilitated session, delivered onsite or remotely.

Group size: Up to 30 participants per session. 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 early warning signs that indicate increasing risk or escalation

Use practical safeguarding strategies to support personal safety

Apply focused communication strategies only when they reduce risk

Understand reporting responsibilities and when to seek support

Workplace aggression and violence training FAQs

General program information

1. What is the SAFE Engagement Framework™?

The SAFE Engagement Framework™ is a proprietary, evidence-informed approach designed to support safer responses to workplace aggression and violence, particularly in public-facing environments.

SAFE is not a compliance lecture or a training session focused on quoting legislation. Instead, it is a practical, people-centred framework that helps individuals recognise risk early, make safer decisions in real situations, and know when to seek support.

The framework draws on behavioural research, practical safety principles, and the facilitator’s professional experience in law enforcement, investigation, and workplace health and safety. Legal and organisational obligations are acknowledged where relevant, but always in ways that support understanding and action, rather than overwhelming participants with legal detail.

SAFE recognises that preventing harm is not just about knowing the rules. It is about awareness, judgment, proportionate response, and clear follow-up.

What does SAFE stand for?

The SAFE Engagement Framework™ is built around four core elements, each addressing a critical stage in recognising and responding to workplace aggression and violence:

- Strategic situational awareness
  Develop the ability to notice what is normal, recognise change, and identify early warning signs without becoming hypervigilant.

- Active safeguarding strategies
  Use positioning, distance, and disengagement to reduce vulnerability and prioritise personal safety as situations escalate

- Focused de-escalation strategies
  Apply communication techniques only when they reduce risk, and recognise when disengagement or support is the safer option.

- Effective incident reporting
  Record and report incidents clearly and consistently to support follow-up, learning, and prevention, and to meet organisational and legal obligations.

Why SAFE is different

The SAFE Engagement Framework™ provides a structured, practical approach to workplace aggression and violence that supports:

Early recognition and prevention, not reactive responses
Proportionate, defensible decision-making
Clear alignment with WHS/OHS and psychosocial hazard obligations
Shared responsibility between individuals and organisations

SAFE is not about scripts or perfect responses. It is about helping people choose safer options, seek support early, and contribute to workplaces where safety, dignity, and reporting are taken seriously.

2. Who developed the SAFE Engagement Framework™?

The SAFE Engagement Framework™ was developed by Victoria Beresford, a former NSW Police Inspector with over 25 years of experience in leadership, risk management, investigation, and dispute resolution.

Victoria holds advanced qualifications, including:

A Master’s degree in Dispute Resolution
A Master’s degree in Human Resource Management
A Diploma in Workplace Health and Safety
A Diploma in Government Investigations

Her law enforcement career provided extensive exposure to complex, high-risk situations involving aggression, conflict, and violence across homes, communities, and workplaces. Through this work, Victoria developed a deep understanding of escalation, human behaviour under pressure, and the importance of early, proportionate decision-making. Not every situation could be resolved, and those realities shaped a grounded, practical approach that prioritises safety over ideal outcomes.

Victoria has also acted as an Expert Witness in the NSW Supreme Court, providing evidence in matters relating to violence and regulatory compliance. This experience further strengthened her understanding of accountability, documentation, and the downstream consequences of how incidents are managed and recorded.

Drawing on this background, Victoria transitioned into workplace health and safety, designing and delivering training programs that address harmful behaviours within organisational settings. As the creator and facilitator of the SAFE Engagement Framework™, she integrates real-world experience with contemporary safety and wellbeing practice to deliver training that is practical, defensible, and focused on what works in real workplaces.

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. Trust Culture delivers training across all Australian states and territories.

Victoria Beresford is based in Melbourne, Victoria, and Scott Brown is based in Sydney, New South Wales. The Trust Culture team regularly travels to deliver face-to-face training at client locations nationwide. Training can also be delivered remotely through interactive, facilitated online sessions where appropriate.

Training content can be tailored to reflect local operating contexts and jurisdictional requirements, ensuring relevance regardless of location.

Training structure and content

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

Yes. The SAFE Engagement Framework™ and associated training are aligned with relevant Australian health and safety legislation and standards, including:

Victoria’s Occupational Health and Safety Act and Regulations
The Model Work Health and Safety (WHS) Act and Regulations, as adopted in other states and territories
AS/NZS ISO 45001:2018 – Occupational Health and Safety Management Systems
AS 3745:2010 – Planning for Emergencies in Facilities

The training is designed to support organisations to meet their duty of care, particularly in relation to psychosocial hazards and workplace aggression and violence, without overwhelming participants with legal detail.

Whether your organisation operates in Victoria, New South Wales, or elsewhere in Australia, content can be tailored to reflect the relevant jurisdiction and operating context.

When booking, you can specify the jurisdiction you would like us to focus on. We will adjust examples, language, and references accordingly, ensuring the training is practical, relevant, and defensible for your location.

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

Yes. Training can be tailored to reflect your organisation’s operating environment, roles, and internal procedures, ensuring the content is practical and relevant to your people.

The training can be aligned to the health and safety legislation and guidance that applies in your state or territory, without overwhelming participants with legal detail.

For organisations operating across multiple locations, a consistent national approach can be used, with local considerations addressed where needed.

Where roles involve higher levels of public interaction or risk, examples and scenarios can be adapted to reflect the situations participants are most likely to encounter.

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

Yes. The training includes interactive discussion and scenario-based learning, but it does not rely on role-play.

Instead of placing participants in simulated confrontations, the program uses professionally produced scenario videos, developed specifically for this training, to depict realistic public-facing interactions where behaviour escalates.

These scenarios allow participants to:

observe early warning signs and escalation
discuss decision points and safer response options
explore how different people may experience the same situation differently

This approach supports meaningful discussion and practical learning, while maintaining psychological safety and avoiding the pressure that role-play can create.

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 training?

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

We are currently developing the SAFE Leaders Program (scheduled for release in late 2026), designed to build on the foundations of this training. This mentoring program supports leaders, managers, and supervisors with advanced tools and strategies to prevent and manage Workplace Aggression and Violence. It guides participants through the 7-Step SAFE Engagement Roadmap for Managing OVA, offering a structured, practical, and comprehensive approach to reducing workplace risks and strengthening safety culture.

Program Highlights

Tailored Safety Plans

Over eight weeks, we work with your team to create a customised SAFE Engagement Strategy that aligns with Australian Standards, addresses specific workplace risks, and includes both preventative measures and response strategies.

Risk Analyses

Our experts conduct detailed risk assessments to identify 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.

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 mid 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.