A strong focus is always on maintaining professionalism and appropriate representation as well as the avoidance of litigation and the reduction of complaints. Training is highly participative, workshop based and incorporates specially developed videos and real-to-life scenarios to underpin the “safety first” learning outcomes. Operational safety and communication strategies and tactics are given high priority. Participants complete the course with a more thorough understanding of human behaviour, the ability to exhibit and encourage positive behaviours and have greater skills and competence to deal with future incidents.