This course is for anyone who may have to deal with situations where individuals are angry and/or aggressive.
Participants will learn simple, practical strategies to help keep themselves safe at work as well as develop their skills in defusing difficult situations.
Learning outcomes
Participants in this training will:
- Be better prepared to work in any difficult environment
- Have extended their skills to help keep themselves safe at work
- Developed their understanding of vital communication skills when working with individuals who are angry and/or sad
- Improved their understanding of important legal issues relating to working with aggressive individuals
- Developed their skills in responding to individuals differently according to their anger triggers
Course topics
- Preparing to Work in Difficult Environments
- Communication Skills
- Minimising risk
- Legal issues
- Guidelines for managing difficult situations
- General principles for managing difficult behaviour
- How to respond to people according to their different anger triggers
Who is this course for?
- Frontline community housing staff and team leaders
- Managers
- Case managers
Delivery
- Live training via the Zoom platform. The course runs for 3.00 hours
This workshop includes:
- Expert presenter
- Discussion and activities to embed your learning
- Takeaway resources
David Cherry