83% reduction in lost days due to Violence and Aggression training

Working closely in partnership with Central Trains (a National Express company) we designed and implemented a 10-hour training programme to meet the specific needs of frontline staff at risk of both verbal and physical abuse.

The training programme involved looking closely at and evaluating attitudes and behaviours of rail staff and passengers, in addition to conducting personal risk assessments and establishing when and the best approach to defuse situations in addition to techniques for escaping from an attacker.

The results were astounding. In 2003 alone a total of 312 sick days were taken as a result of staff being abused. Following introduction of training in 2004, the lost days were reduced to just 53, a reduction of 83% and with a resultant effect on the business and staff morale. Furthermore, the success of this programme has resulted in many other transport companies now using Solutions Training as their preferred provider of conflict management training.