Safer Customer Interactions.
Built on real-world policing experience, our training gives frontline staff practical tools they can implement immediately.
Training led by a former Victoria Police Academy instructor.
Difficult Customer Behaviour Is on the Rise
More than ever, your frontline staff are dealing with:
- Angry customers and aggressive behaviour
- Verbal and physical abuse
- Stressful confrontations that escalate fast
Without the right skills, these interactions take an emotional toll on staff, and it follows them home. Policies are one thing, but your staff need practical methods, and they need them sooner rather than later.
Is This Happening in Your Workplace?
Frontline teams across every sector face it. You’ll recognise yours.
Abuse over refunds and returns, theft confrontations, staff closing up alone at night.
Aggressive patients and distressed, angry family members.
Intoxicated patrons, refusing service, late night flashpoints.
Fare disputes and antisocial behaviour with nowhere to step back to.
Complaints that boil over, rates and parking disputes.
The first person angry visitors see.
It’s Not Just Team Morale, It’s Your Duty of Care.
Keeping staff safe from aggression and abuse is part of your work health and safety duty as an employer. When your team feels unsafe, it shows up fast: people leave, sick days climb, confidence drops, and one bad incident can affect both the individual and the rest of the organisation.
Ready to Build a Safer, More Confident Team?
Get in touch and we’ll talk through what your staff are facing.
Get in TouchPractical Skills Your Staff Can Use Straight Away
Your team leaves with skills they can put to work the same day.
Communicate Under Pressure
Stay calm and professional when emotions are running high.
De-escalate Early
Spot the warning signs and bring the temperature down before things boil over.
Handle Tough Behaviour with Confidence
Respond calmly to complaints, aggression and emotional customers.
Stay Safe
Use awareness, positioning and simple strategies to protect themselves.
Build Real Confidence
Manage difficult interactions with a deliberate process.
Russell Kempster, Founder of Safety Point Training
Creator of the Safety Point System
Russell spent 14 years with Victoria Police, including 10 years on the frontline responding to incidents, managing confrontations and dealing with people in crisis. He then spent 4 years as an instructor at the Victoria Police Academy, training both recruit and experienced police officers.
At the Academy, Russell delivered training in operational tactics, conflict management and tactical communication skills, practical techniques designed to help officers manage challenging situations safely and professionally.
Today, Russell brings those same proven skills to customer facing workplaces, adapting them to help frontline staff more confidently manage difficult conversations, aggressive behaviour and potentially unsafe situations.
Following his policing career, Russell founded Prime Motion Training, Australia’s leading police recruitment preparation program, helping more than 8,000 aspiring police officers successfully navigate the recruitment process and begin careers in law enforcement.
Through Safety Point Training, Russell now helps organisations equip their frontline teams with practical de-escalation, conflict management and personal safety skills that improve staff confidence and workplace safety.
Get in Touch
The Safety Point System™
One clear system that teaches your staff to read a situation as it unfolds, from calm to crisis, and respond with the right skills at the right moment.
The Awareness Dashboard
Situational and self awareness
Staff learn to recognise each stage and respond early, before a situation reaches a physical threat.
As a situation starts to escalate, your staff draw on two sets of trained skills.
SAFER-Control
A system for safer conflict management- SSlow your breathing to stay calm, think clearly and stay in control.
- AAdjust your posture to a balanced, professional stance.
- FFind more distance to improve safety and reaction time.
- EEstablish if/then thinking, planning your response in advance.
- RRecognise pre-attack indicators early so you can respond sooner.
LAST-Comms
A framework for de-escalation and communication- LListen. Be present and let them explain without interruption.
- AAsk, acknowledge and apologise. Understand what happened, why it matters, and show genuine empathy.
- SSolve with great service. Offer the best outcome and take action to make it right.
- TThank them for their patience and close the interaction positively.
Training That Fits Your Team
Foundation Session
A practical introduction to our proprietary SAFETY POINT SYSTEM™.
- Understanding situational & self awareness zones
- SAFER-CONTROL™ Method
- LAST-COMMS™ Framework
Workshop
Hands-on training with safe role play, focused on the real customer situations your team faces.
- Everything in the Foundation Session
- Safe, guided role play
- Your team’s real scenarios
Complete Program
Complete conflict management, de-escalation and personal safety training, with extended role play and scenario debriefs.
- Everything in the half-day workshop
- Personal safety strategies
- Extended role play and debriefs
Every session is tailored to your industry, your workplace and your team. Your staff leave with skills they can use the same day.