Managing Challenging Behaviour

Contact us on 1850 315 415 or email [email protected] for more details.

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
• 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