In this episode of The Health and Safety Hub, the EMA’s Kevin Chambers talks with health and safety professional Keith Robinson about how organisations can better protect workers from aggression, abuse and other psychosocial risks.
Keith explains why effective de-escalation starts long before a conflict occurs, with situational awareness, preparation and risk assessment.
He shares practical advice for managing difficult situations, helping people regain a sense of control, and building resilience when dealing with challenging customer interactions.
Keith is a consultant and a facilitator of the EMA’s health and safety training courses; more information on these courses can be found here.
This podcast series is proudly produced in partnership with nib.