Frontline Staff PSA Programme

ProgrammeFrontline Staff PSA Programme
Instructors Alex Walsh – Senior Instructor
Nick Feehan – Programme Facilitator
Programme Duration3 hours morning/afternoon session or Full Day
Number of participants20 maximum/10 minimum per session

The Frontline Staff Personal Safety Awareness programme is designed to assist frontline staff when dealing with difficult or challenging members of the public.  The methods and skills learnt in this programme will help employees to provide a better service.  This course has theoretical and practical components tailored to the employers/employees needs.

Our practical part of the programme targets the physical components of our Personal Safety Model. All techniques are measured and achievable by all participants and are closely monitored by our instructors. These techniques are at the Pre-auto cognitive stage where movements are slow, with each segment broken down and thought through before being put into practice. All programmes can be tailored to specifically meet the clients requirements and their target audience.


To enable participants to understand the importance of:

  • Customer needs
  • Presentation
  • Conflict management
  • Interpersonal skills
  • Attitude and behaviour
  • Diffusing difficult situations
  • Personal safety and awareness techniques


Following the programme participants will be able to:

  • Identify customer needs
  • Improve presentation
  • Understand conflict management
  • Develop interpersonal skills
  • Demonstrate effective movement skills
  • Demonstrate effective ‘open hand’ techniques
  • Have a better understanding of accountability including justification of actions

Intended for:

All employers and employees who have to deal with challenging behaviour from members of the public.

At Personal Safety Ireland we recognise there is a need and want for people to feel respected and valued in every community and environment.

We are committed to assisting frontline staff have an increased awareness of their personal safety.  By investing and taking part in this programme, participants will develop a better understanding of communication, assertiveness and staff wellbeing.

We promote diversity within all working environments and provide programmes to reflect and work in partnership with that ethos.

Personal Safety Ireland delivers the following in the Personal Safety & Awareness programme:

  • Effective communication skills
  • Positive assertiveness
  • Body language
  • Attitude and behaviour
  • Diffusing and negotiating skills
  • Interpersonal skills
  • Perceptions and receptions
  • Diversity
  • Identifying different stages of conflict
  • Conflict resolutions
  • Personal Safety Awareness Model
  • Accountability & Justification of Actions


This integrated programme encourages participants to interact with each other and work in groups assessing, evaluating and resolving scenario and video based examples of effective Communication Skills, Body Language, Attitude and Behaviour, highlighting situations they may have encountered.

Working through the programme, participants will gain a greater knowledge and understanding of communication, positive assertiveness and student wellbeing.

Our aims and objectives are to encourage participants to become aware and responsible for their own personal safety.


By respecting, listening and appreciating each other’s ideas and opinions they will collectively understand the importance of bringing the learnt elements of this programme to their working environment.


On completion of the course, participants are asked to reflect and complete a course evaluation and feedback form, copies of which can be provided to the employer. Attendance certificates will be issued to all. All training materials and equipment will be provided by Personal Safety Ireland.


Certificates of attendance are issued to all participants on the day of the programme.

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