DEALING WITH AGGRESSION

An essential workshop for front line/paid staff, who deal with difficult clients or Service Users/Carers in person

By the end of the workshop participants will be able to:

• Explain what the causes of conflict are and the appropriate responses to conflict or challenging behaviour

• Act assertively in situations to ensure that potential difficult situations are avoided

• Demonstrate effective communication skills by using words, listening and questioning skills supported by Neuro Linguistic Programming principles

• Understand body language and its importance in managing difficult situations effectively

• Demonstrate techniques and tactics to respond effectively to criticism

• Explain the legal definition of violence in the workplace and its implications

• Manage their own emotions/behaviour and those of others after a difficult situation has occurred

• Act within the policies and procedures of the organisation to deal with aggressive behaviour

• Understand how anger is expressed indirectly and how to manage responses to it

• Explain how to challenge difficult people in a non confrontational manner