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Managing aggressive and confrontational behaviour

For anyone who may face verbal or physical aggression at work. Practical techniques to enable participants to keep themselves, their colleagues and clients safe.

Who the course is for
This practical down-to-earth course is for anyone who faces the possibility of verbal or physical aggression at work. It aims to enable participants to keep themselves, their colleagues and clients safe from physical violence.

What previous delegates have said:
"Very worthwhile. Sometimes you get caught off guard by an unexpected occurrence. This course enables you to consider your behaviour and reactions in advance of the incident."
"The training was a really concise and insightful way into looking at specific methods of how to reduce challenging situations quickly. I now am able to diffuse a situation when faced with one, by the steps I learnt on this course."
"It was great training - clear, concise and engaging."


Course date: 11/03/2020
Start time: 10.00
End time: 13.00
Venue: Holywell Community Centre , Tolpits Lane, Watford WD18 9QD

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Course content
  • the reasons for aggression

  • the early warning signs

  • techniques to defuse aggression

  • what to do before, during and after an incident


Participants work through different scenarios, individually and with colleagues, to defuse aggressive behaviour by using body language, words and phrases that de-escalate the situation.

Learning outcomes:

In the face of aggressive behaviour, participants will be able to:
  • Remain calm and make rational decisions

  • Recognise different types of challenging behaviour and their effects

  • Defuse aggressive behaviour by: following a 6-step de-escalation model and using appropriate verbal and body language skills

  • Take steps after the incident to reduce the likelihood of future incidents



About the trainers:

Jon and Mark have extensive experience in a variety of operational and training roles and careers spanning over 30 years in the Metropolitan Police Service. For the last 6 years they have successfully delivered their Lone Worker and other courses to a large number of third sector organisations.

Cost:

£25 VCS – CVS members
£35 VCS - non members
£70 private/statutory

Booking contact:
huwaydahmalik@w3rt.org
01923 216961

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