Understand where anger and aggression come from, how they escalate and how they can diffuse angry or aggressive situations
Enhance their personal power when dealing with angry people
Take control of difficult situations to achieve 'win-win' solutions with others
Develop rapport quickly with others to reflect a caring, personal and professional image
Identify and practise a range of positive interpersonal skills to deal with stressful, work-based situations and communicate with greater impact
Handle situations successfully by dealing with and giving feedback in a constructive, motivational way
Improve their own confidence and self-esteem using positive thinking techniques

The nature of anger and aggression and violence, and how they escalate
Diffusing anger and aggression constructively
Differences between assertive communication and other, less constructive behaviours
Key communication skills for taking control of difficult situations and people: dealing with and giving constructive criticism; demonstrating assertive body language, voice, tone and words
Practising the skills