This 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 assertive and 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
||No Previous Knowledge is required
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
Taking it back to the workplace
To view our current public course calendar please click here, and use the contact form to enquire about any bespoke training requirements