Dealing with Aggressive Behaviour
Aims:
This training course will give the participants the opportunity to identify what is acceptable and unacceptable behaviour. It will allow the delegates to develop their skills to deal with difficult or aggressive behaviour. Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control. They will be able to identify triggers which may provoke an incident; understand the tactics for dealing with the situation and methods to deal with the aftermath.
Prerequisites:No previous knowledge is required.
Duration:1 day
Fees:Training course fees for this particular course will depend on your chosen Training solution. Please contact one of our Advisors for further information and pricing.
If you are interested in our Dealing with Aggressive Behaviour course call us on
0113 243 2226
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INTRODUCTION
- What is unacceptable behaviour?
- Why is it important to recognise it early?
- Methods to identify the start of this behaviour
CAUSES OF UNACCEPTABLE BEHAVIOUR
- What makes people difficult?
- What makes people aggressive?
- The process of violence
HOW TO DEAL WITH YOUR OWN ANGER AND EMOTIONS
- Blow off steam without venting it on people
- Understand what's really bugging you
- Experience your feelings without acting them out
- Express yourself without accusation, sarcasm or hostility
DEALING WITH DIFFICULT BEHAVIOUR
- Understanding the triggers
- Don't use 'fire starters'
- Tactics for diffusing situations
- Keeping the situation cool
- Standing back and be objective
COMMUNICATIONS AND COUNSELLING
- Using sympathy and empathy
- Speaking positively and assertively
- Using non-verbal communication
- Understanding body language and how it can be used
ACTION PLAN
- Taking it back to the workplace
