Deter and Detain Level 2 (VTQ)
Who can take this Course?
Anyone in a customer facing role.
VTQ Level 2
About the Course
Have you encountered a situation of conflict with customers and didn’t quite know how to deal with it? As well as preparing you for dealing with different situations with customers, this course will familiarise you with aspects of dealing with conflict management, communication, suspicious persons and incidents, vulnerable persons, and dynamic risk assessment. You will enhance your communication skills both verbal and non-verbal and raise your awareness of reading communication signs in others.
Learning outcomes are:
The advantages of effective non-threatening communication are better understood.
Demonstrate and understand the need for the engagement stance with contact and cover
Understand the clear links between behaviour towards a suspect and the suspect's reaction
Improve their skills in non-verbal communication and understand its importance
Understand the importance of building a rapport with the suspect to gain control effectively
Demonstrate good knowledge and understanding of danger signs
Recognise when a situation is likely to become violent and cut the contact
Understand the need to remain professional and polite and not to take any incident personally