This popular training program addresses the psychosocial risks of exposure to angry, aggressive, violent, abusive and difficult customers, clients and even colleagues. Based on effective communication techniques taught to police negotiators, professional mediators and those trained in conflict resolution, this course gives participants real-world (not theoretical) knowledge and skills to enable to effectively manage people who (not only) wish to do psychological harm, but who may be in crisis.
Participants will learn:

• What situational Awareness is and why it’s important to manage aggressive, angry, violent and difficult people
• The cycle of anger and an understanding of why people become angry
• The types of aggression and how to recognise it
• Verbal and non-verbal strategies to deal with aggression
• Essential skills and communication techniques
• De-escalation skills for real world scenarios
• Looking after your own mental health

Participants undertake practical scenario training to demonstrate learnt skills, also utilising innovative role-play techniques to reinforce learning and ensure competency.