Surrey Welfare Rights Unit

Who is the course for?

This course is for anyone who deals with the public.

Objectives

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