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Working with Aggressive and Challenging Behaviours
Do you have a few clients that are hard to handle? Learn how to successfully manage difficult behaviour.
This one day course uses experiential and theoretical learning to give you strategies to deal with a range of disruptive and difficult behaviours. It covers interpersonal communication skills, non-verbal cues, risk management and self-awareness, and strategies to help you defuse disruptive situations early.
During this program you will increase your knowledge of:
•Why people may demonstrate challenging or aggressive behaviours
•Your own communication style and how you can influence how others act
•Strategies for managing difficult and aggressive behaviour, including ◦the S.A.F.E. approach
◦active and reflective listening
Participants – This course is suited to anyone in customer-facing roles.