Topics covered on this course include:
- The nature of difficult behaviour – causes & purpose
- Aggressive behaviour
- Recognising escalation – triggers
- Responses – helpful and unhelpful
- Dealing with our own responses
- How we deal with conflict
- The importance of attitude
- Tactics/strategies for dealing with difficult behaviours
- Building rapport
- Acknowledging
- Listening
- Assertiveness
- Negotiation skills
- Focus on people not the problem
- Interests/needs, not positions
- Dealing with an aggressive incident
- Action and responsibilities during and after
- Organisational issues around risk/safety
- Planning to implement knowledge/skills learned.
This course will be interactive involving role-plays, group work, case studies/scenarios, brainstorming as well as participants recounting and exploring how they have managed similar situations in the past.
For more information please visit the
HSA Website