Government & Customer Service Agencies

Training for Government & Customer Service Agencies

Client-specific for adaptation to the specific needs of your organization, these seminars and scenario-based training from 2 The Rescue promote effective employee skills to improve situational security and enhance personnel safety when dealing with agitated or unmanageable individuals or groups in office settings, public forums and street environments.

While practically any worker may be threatened with workplace violence, the Occupational Safety & Health Administration (OSHA) reports that employees of government and customer service agencies may be in particular need of the type of specialized training offered by 2 The Rescue. OSHA notes that public service workers, customer service agents and those who exchange money with the public are among those who are higher risk. Their dangers are not uncommon. Per OSHA, nearly two million American workers report having been victims of workplace violence each year, while many more cases go unreported.

Active Assailant Preparedness & Response

No one can realistically expect to eliminate the potential for workplace violence. These events continue to occur with increasing regularity and severity. However, with training to recognize the indicators and preparation to react appropriately, any company or organization can minimize the devastation from these tragedies.

Comprehensive in its approach, the Active Shooter and Assailant Preparedness course from 2 The Rescue covers topics including:

  • Assessing an assailant state of mind
  • Discussing FBI active shooter incidents
  • Recognizing preparatory indicators
  • Identifying pre-attack behaviors
  • Distinguishing handgun indicators
  • Developing a survival mindset
  • Minimizing the devastation after an occurrence

  • Knowing: Recognition + reaction = survival
  • Practicing run-hide-fight
  • Learning What’s Important Now (W.I.N.)
  • Enacting 911 communication protocols
  • Designating safe rooms
  • Preparing emergency kits
  • And more

Personal Conflict Assessment, Situational Awareness and De-Escalation Techniques

Conflict occurs when the beliefs or actions of one or more members of a group are resisted by others. Of course, the violence that can result from such conflict is a concern for any business or organization.

Given the potential for workplace violence, you’ll benefit from 2 The Rescue’s course on Personal Conflict Assessment, Situational Awareness and De-Escalation Techniques. Comprehensive in its approach, it explores proven techniques of awareness and recognition. They emphasize de-escalation, avoidance over confrontation, and how to respond. Topics covered include:

  • Developing a mindset for success
  • Differentiating conflict vs. crisis mentality
  • Understanding why we fail
  • Knowing the 3 Principles of Personal Safety
  • Learning verbal control principles
  • Enhancing conflict management skills
  • Knowing the importance of active listening
  • Practicing de-escalation techniques
  • Identifying verbal violence warning signs
  • Discerning non-verbal pre-attack indicators
  • Understanding survival response options

  • Spotting handgun carry indicators
  • Practicing safe-escorting techniques
  • Addressing environmental concerns
  • Avoiding and warding off dog attacks
  • Recognizing radical group warning signs
  • Detecting illegal drugs and paraphernalia
  • Identifying bombs and incendiary devices
  • Addressing worship safety team security concerns
  • Establishing worship safety team expectations
  • Providing layers of security
  • And more

Customer Service Excellence

With the workplace violence epidemic that has the potential to affect any employer, we’ve created this course to help your team better manage challenges specific to customer service. Active listening skills, effective communication techniques and timely problem-solving assessments are critical for a safe, efficient and positive experience.

Featuring participation-based training, the Customer Service Excellence course from 2 The Rescue is designed to improve your customer relations while increasing employee confidence and safety. They’ll learn skills for verbally controlling interactions and de-escalating conflicts. Topics covered include:

  • Developing a service worker mindset for success
  • Understanding customer temperaments
  • Focusing on customer service satisfaction
  • Distinguishing customer service vs. customer experience
  • Assessing factors affecting communication
  • Differentiating conflict vs. crisis mentality
  • Enhancing presentations and greetings
  • Avoiding confrontational and inflammatory phrases
  • Turned negative words into positive ones
  • Learning: What is anger?
  • Managing an angry customer
  • Enhancing your listening skills

  • De-escalating an irate customer
  • Learning the art of making an apology
  • Understanding why we fail
  • Recognizing the 3 Principles of Personal Safety
  • Identifying verbal violence warning signs
  • Discerning non-verbal pre-attack indicators
  • Exploring survival response options
  • Practicing safe customer escorts
  • Spotting handgun carry indicators
  • Practicing awareness (field work)
  • Enhancing approach and entry (field work)
  • And more

Career Survival Strategy: Avoiding Burnout

For most employees, some level of job site stress is inevitable. But, at what point do those stressors put a worker at risk of job burnout? According to the American Institute of Stress, work-related stress costs more than $300 billion each year in expenses related to health care, missed work and stress reduction. Endless productivity demands, after hours smartphone communications and anytime access to work emails mean that career burnout can happen at an earlier age than ever before.

Career Survival Strategies: Avoiding Burnout trains employers and employees alike — providing detailed instruction on how to identify the warning signs of chronic stress, avoid burnout and rekindle careers. This 2 The Rescue course can be tailored to the specific needs of your organization and workers. Topics addressed include:

  • Differentiating stress vs. burnout
  • Understanding the types of stress
  • Identifying the causes of stress
  • Learning the causes of burnout
  • Discovering the 5 stages of burnout
  • Recognizing burnout personality types
  • Knowing the keys to longevity in the workplace
  • Understanding TMI: How much is too much?

  • Practicing 3 stress-management methods
  • Identifying burnout warning signs
  • Maintaining a sense of self
  • Learning the 3 Rs of survival
  • Practicing the 4 Cs of career success
  • Discovering management strategies for success
  • And more

Facility Vulnerability and Security Assessment

No matter the size, type or industry, all facilities face risks from threats associated with natural events, accidents or acts of violence. For example, the Occupational Safety and Health Administration (OSHA) states that nearly two million American workers report having been victims of workplace violence each year. They also note that many more cases go unreported.

Regardless of the nature of the hazard, all companies and organizations have a responsibility to limit or manage risks from these threats. This 2 The Rescue service provides the expertise you need to do so.

In the company of management, our subject matter expert who is certified in the Advanced Crime Prevention Through Environmental Design (CPTED) and has an emergency management background both in law enforcement and fire fighting will conduct a thorough walk-through of your building and grounds to identify security vulnerabilities and will recommend measures to enhance safety that may include cameras, fire regulations, safe and secure ingress and egress, panic alarms, reception and waiting area improvements, safe rooms and more. A written report will contain priorities to reduce your risks, increase your preparedness and address your security needs to fit within your budget. Services provided include:

  • Evaluating workplace environmental risks
  • Active assailant prevention and preparedness
  • Policy and procedure reviews and suggestions
  • Fire codes and regulations
  • Assessing exterior and interior facility vulnerability
  • Recommending  and prioritizing safety upgrades
  • Reviewing safe room options
  •  Review and recommend employee training
  • And more


“Mike W. was just at an event for our company safety training. He did a great job and was very engaging. He definitely is an expert in the law enforcement community. Our company is not part of this field and yet he did an excellent job tailoring it to our industry. He presented a ton of great ideas for dealing with conflicts and crisis in everyday life and more importantly, small things that everyone can do. Noticing these situations, warning signs, De- escalation techniques and what to do when it really has become a crisis or life threatening. Our police, fire fighters, EMT’s and armed service should all be treated as hero’s. This organization represents and serves some of the finest of those hero’s. Thanks Mike!” Jeff Spoelema

“Thanks for the opportunity to have this presentation in the office. I believe it is something all departments should participate in.” Unknown Kalamazoo County Treasurer’s Office Employee, Kalamazoo County, MI

“Love the enthusiasm and I think the course has been the best of the LEAP classes by far!” Unknown Kent County Employee, Kent County, MI

“Avoiding burnout concepts were thought provoking, clear and concise along with readily being employable in my work and personal life.” Unknown Kent County Employee, Kent County, MI

“Thank you so much for your impressive presentation you delivered to over 80 governmental employees at Southeastern Chapter Michigan Assessors Association continuing education class. If you develop any new classes, please let me know, our members are requesting your return.” Kim Miller SECMMA & WCAAO Board Member, Wayne County, MI

“Thanks for the beneficial but fun experience. It was truly a pleasure meeting you both as well, great job in keeping our attention. The interaction was phenomenal, and I would do it all over again and again. I can’t thank you enough for your time, efforts, and fun loving attitudes. You both are greatly appreciated, and truly a lifesaver.” Antonia Thomas Appraiser II, Detroit, MI

“Loved the class. Terry and Mike are very good instructors. Definitely learned valuable everyday life safety. I liked how they tied their jobs into our Assessing positions.” Debra R. Johnson Assessor Union Township, Grand Traverse County, MI

“THANK YOU for such an amazing training session!! I refer to it as “entertainment-learning with a safety twist!” I can hands down say it was the best training of any type I have ever attended. The knowledge you shared/provided was very well presented, and obviously backed by your own experience.” Elizabeth Zabik, Deputy Director & Property Appraiser Cheboygan County, MI

“Your class was very interesting, eye opening and entertaining. I would recommend this class for all government workers that have to go out and deal with the public, such as assessors and inspectors.” Michael A. Larson MCAO, Property Appraiser, Petoskey, MI

“The interactive parts were very helpful, as well as the videos. I loved that it wasn’t a rigid by the book class. These guys were funny and kept your attention all throughout the class. Best class I’ve taken yet!” Unknown, Kent County Learning & Development

“Your class was by far the most interesting that I’ve ever attended. No way you can sleep through this one. Loved it! Thank you for your service both on and off the force.” Lisa Finch, Mason County Assessors Association, Morton Township, MI

“Thank you for the excellent training you provided for our staff. We knew we were onto a good thing when nearly everyone who was scheduled for Fridays session attended that day!” Julie V., Kent County Friend of Court, Grand Rapids, MI

“I attended the Threat Assessment class and thought it was the best and most relevant class I have ever attended. I have been an assessor for the last 20 years, past EMS first responder and current township supervisor. I would call this a must attend class for anyone who deals with the public. This was not a canned lecture and certainly gave me the skills to improve my safety.” Matthew N. – Charlton Township Supervisor, Johannesburg, MI

“The 2 of you do a great job of making people aware of a lot of things they are oblivious to. I learned from your seminar, I enjoyed your seminar, and I have recommended it to the Ohio County Auditors (assessors) Executive Director for inclusion in one of our upcoming meetings. I enjoyed it and I would attend again.” Richard H., ASA, CAE, MAI, CRE, FRICS, Findley, OH

“My members have not stopped talking about your wonderful class! Thank you so much! Thank you for offering a must need class. We are no longer squared up.” Kim M.- President, WCAAO, Dearborn, MI

“Excellent class/training for keeping yourself and coworkers safer. The best class I have had since becoming an assessor! Retreat is always an option until it is too late. Thanks for making me aware of being aware.” Mark R., Gaylord, MI

“Took your class on Thursday in West Branch. Six of the best CE credits I will ever earn. Thank you both so much!!!!” Julie T., Houghton Lake, MI

“You both did a great (FANTASTIC) job. The feedback I am getting is that it was awesome. Very detailed and very descriptive. Thanks to both of you for putting on such a great class.” Dino L., Whitmore Lake, MI