Dealing with Aggression

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  •  23rd January 2018
     10:00 am - 4:00 pm

Who is the course for?

This course is for anyone who deals with the public.


Delegates will be able to:

  • Identify factors contributing to a aggressive behaviour.
  • Identify signs of anger in themselves and clients.
  • Practice strategies for defusing aggression.
  • Recognise the differences between aggression, anger and assertiveness.
  • Recognise the significance of planning and organization in minimizing the risks and effects of aggressive behaviour.
  • Know procedures for dealing with the aftermath of  an incident of aggression.
  • Recognise how to use your existing skills to minimise and deal effectively with aggressive behaviour.

Pre-course work

There is about 1 hour’s pre-course work for this course.

Pre course work