The objective of this course is to give participants the skills necessary to deal with situations involving aggressive behaviour. Duration: 1-2 Day Participants: Up to 12 personnel Assessment: MCQ Test Accreditation: CMSE Certificate
This course is intended for employees who deal with the public.
Topics covered on this course include:
The nature of difficult behaviour – causes & purpose
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
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
Enquire about the Managing Challenging Behaviour Course