Online workshop (4-5 hours)
Dealing Professionally with Aggressive Behaviour
Purpose and who can benefit
This training is designed for staff whose roles place them in contact with unpredictable, challenging and aggressive behaviour, ranging from verbal abuse to physical threat. It is especially suited to frontline staff where customer engagement is a high priority.
Workshop modules
This format supports operational requirements where an online platform is preferred. The foundation modules of the one-day workshop have been adapted for online delivery. The practical sections of the workshop have been modified to suit online learning and practice. The essential modules are retained in a shorter format to ensure effective concentration and interaction for participants.
Competencies
By the end of the online workshop participants will be able to:
- Identify the risks of aggression
- Outline the stages of violence prevention strategies
- Identify the early warning signs of aggression
- Identify body language strategies to defuse aggression
- Identify effective verbal responses for conflict resolution
- Apply physical protection skills within a legal and professional framework
- Follow organisational and legal requirements for incident reporting.