Conflict is an inevitable part of dealing with people and we will all encounter an aggressive customer or agitated colleague at some time.
How we respond to a potential crisis can make the difference between smooth resolution and an emergency situation.
This popular course provides tools and techniques to empower participants to respond appropriately to threatening, violent, aggressive and other unexpected or inappropriate behaviour.
While this course may be valuable for people from any walk of life, it is particularly valuable for those working in customer service or public facing roles, along with anyone in human services or working in a high-pressure environment.
This popular course is also offered as an abridged half-day online version. Details of the topics to be covered in a half day will appear on the event booking site when offered in our public training calendar.
Topics include
- Causes and triggers
- Preventing violence
- Responding to emergencies
- Stages of escalation
- Self-awareness and calming
- The role of body language
- Defusing skills
This course includes
- Engaging, up-to-date materials.
- Take-home resource package.
- All day catering and beverages - with dietary needs catered for.
- Certificate of attendance.
Online course includes
- Engaging, up-to-date materials.
- Resource package provided in advance to print or access electronically.
- Certificate of attendance.
