|Who Should Attend|
|Those who come into contact with "difficult", angry or aggressive people in the course of their work, and would like to gain an insight into where these behaviours come from and how to deal more confidently and positively with such situations.|
|This workshop is designed to enable participants to deal with conflict in a constructive and professional way using a range of communication skills and conflict resolution techniques. They will understand the nature of anger and aggression and how to diffuse them. They will learn skills that will increase their ability to develop rapport quickly with people and improve their self-confidence and personal awareness. The course will also increase their awareness of the importance of projecting their organisation in a professional, caring and customer-focused light.|
|At the end of this training programme participants will be able to:
Understand where anger and aggression come from, how they escalate and how they can diffuse angry or aggressive situations
The nature of anger and aggression and violence, and how they escalate
|No pre-course work required.|
|What past participants say about the training:
‘Very useful. A real eye opener.’
‘Very well presented. The practical examples really helped.’
‘Tutor had a relaxed approach which made everyone feel comfortable.’
‘Lots of useful information.'
DURATION: 1 Day
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What People Say About Us:
"Really enjoyed the course. As an activist I tend to loose focus easily but I was kept entertained throughout and have learnt a great deal. Thank you"South Yorkshire Police
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