Managing Violence and Aggression

Overview

To build an understanding of how to manage challenging situations professionally and safely in a customer-facing working environment. Includes de-escalation and self-awareness in a potentially aggressive situation.

Learning

By the end of this half day workshop, delegates will be able to:

• Demonstrate an understanding of what is mean by violent and/or aggressive behaviour within a customer.
• facing work environment.
• Understand the benefits of preventing potentially violent and/or aggressive customer behaviours and how to do so in practice.
• Identify how to spot the signs of potential conflict.
• Understand how to diffuse conflict in a polite and professional manner and thereby de escalate violent situations.
• Share some suggestions for dealing with the after effects of a violent incident.

Assessment

Qualitative assessment by tutor (For example: observations or demonstrations throughout course)

Trigger Warning:

This course contains material that addresses sensitive subjects, including but not limited to violence, abuse, mental health issues, discrimination, and trauma. Some participants may find certain content distressing. Individuals are encouraged to prioritise their wellbeing and may take a break or step away from the session at any time. Support is available through internal organisational channels and external professional services.