Empowering Safety: NSW Local Land Services Transforms Staff Readiness with Conflict Management Training
NSW Local Land Services (Molong) enhanced staff skills in handling aggressive public interactions through Conflict Management training. The course, featuring theory and practical exercises, improved confidence, planning, communication, and self-defence abilities, receiving positive feedback for its relevance and effectiveness in real-world scenarios.
Situation
NSW Local Land Services (LLS, Molong) identified a need to enhance the skills of their staff in dealing with challenging public interactions. Their employees, ranging from front counter staff to rangers, often face stressful and potentially dangerous situations, such as aggressive confrontations during property disputes or policy enforcement. Recognising the importance of handling such interactions professionally and safely, the organisation sought specialised training.
Task
LLS Molong aimed to equip their staff with comprehensive skills in Conflict Management training. The objective was to build confidence in managing aggressive and non-compliant behaviours, ensuring employees could safely and effectively navigate confrontations. The training addressed varying levels of experience and exposure to aggression among the staff, from minimal encounters to life-threatening situations.
Approach
The Conflict Management course was tailored and delivered to LLS’ specific needs and staff roles. The course included both theoretical knowledge and practical exercises, covering:
• Principles of mindset – fostering a professional and calm approach
• Communication and planning – strategies for effective communication, especially under stress
• Dealing with aggressive individuals – techniques for interacting with aggressive people
• Safe approaches – best practices for approaching individuals, vehicles, and door knocks
• Understanding stance and positioning – ensuring safety through proper physical positioning
• Redirection and withdrawal – techniques for safely withdrawing from dangerous situations
• Use of force and law – legal aspects and appropriate use of force
• Indicators of assault – recognising signs of potential physical aggression
• Basic self-defence techniques
• Assessments and scenarios – the training emphasised the REACT process for communicating with non-compliant individuals, teaching participants to read body language, use empathy, and de-escalate tense situations. Scenarios were designed to mimic real-life stressors, such as confronting an aggressive farmer, allowing participants to practice and internalise the techniques.
Outcome
The Conflict Management training significantly improved the confidence and skills of LLS staff in handling aggressive and stressful interactions. Key outcomes included:
• Enhanced confidence – participants felt more prepared and less fearful when facing aggressive situations
• Improved planning and preparedness – staff learned to plan interactions carefully, ensuring they had strategies in place if situations escalated
• Better communication – the training helped participants understand how to communicate effectively, using empathy and de-escalation techniques
• Increased awareness of body language – participants became adept at reading body language and maintaining safe distances
• Practical self-defence skills – staff learned simple techniques to protect themselves in physical altercations.
Feedback from the participants was overwhelmingly positive, highlighting the engaging and practical nature of the course. Employees appreciated the hands-on approach and the relevance of the training to their daily work. The training equipped them with the tools needed to handle challenging public interactions more effectively and safely, contributing to a more secure and professional working environment.