Managing Occupational Violence in Aquatic Settings

• Analysis of real occupational violence scenarios in aquatic settings

• Practical exercises in hazard identification and risk assessment

• Case studies on customer aggression, conflict and staff safety

• Review of prevention, response and escalation procedure

• Discussion of reporting systems and post-incident support

• Exploration of communication strategies for difficult interactions

• Facilitated workshops with expert guidance

• Development of practical improvement actions for the workplace

This program is designed for aquatic industry professionals who interact with members of the public and are responsible for managing challenging behaviours, customer complaints and potentially aggressive situations. It is particularly suited to lifeguards, duty managers, customer service officers, swim school staff, fitness and recreation personnel, aquatic supervisors, facility managers and other team members seeking practical strategies to prevent, manage and respond to occupational violence and aggression in aquatic environments.

By the end of the program, participants will be able to:

• Understand occupational violence and aggression risks within aquatic facilities.

• Recognise the causes, triggers and early warning signs of escalating behaviour.

• Apply communication strategies that reduce conflict and promote positive outcomes.

• Utilise effective de-escalation techniques in challenging situations.

• Maintain personal safety while managing aggressive or threatening behaviours.

• Understand organisational responsibilities and reporting requirements.

• Respond appropriately to incidents involving violence, aggression and abuse.

• Support colleagues and contribute to a respectful workplace culture.

• Identify opportunities to reduce occupational violence risks through systems and workplace controls.