Difficult and Aggressive Behaviour

Overview
What, is conflict and why does it happen
How to deal with conflict
Verbal self-defence
Face to face conflict
Triggers and behaviour to avoid
Rules of Engagement
Types of telephone calls
Appropriate telephone manner
Appropriate telephone techniques
Applying strategies to participants own experience
Action plans
Putting plans into action at work

Suitable For
Anyone who faces the possibility of dealing with difficult or aggressive behaviour in their workplace.

Teaching
Methods Classroom (Powerpoint, Handouts, Discussions)
Practical (Group Scenarios, Multi Choice Test Papers)

Pre Requisites
None

Aims
To develop confidence, understanding and skills to deal with difficult and aggressive behaviour in work related incidents.