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Personal & Team Development Training

Personal & Team Development

Managing Aggression on the Front Line

1 day

Staff and managers will gain confidence in their ability to manage the aggression of others. Increase their knowledge and understanding of the legal implications and apply tools and techniques to calm and de-escalate difficult situations.

Course Objectives

  • State the individual and organisational legal responsibilities for keeping staff safe
  • Identify risks of aggression and appropriate strategies to minimise workplace risks to individuals and teams
  • Assess how aggression arises
  • Recognise their own personal reactions when faced with threatening situations and how to control their response to minimise the risk of harm
  • Identify and apply positive words, tone and body language to effectively manage aggression

Course Agenda

  • Welcome and introductions
  • How at risk are you of aggression?
  • Legal responsibilities when keeping staff safe from aggression
  • Identifying risks and assessing suitable strategies to reduce risk to individuals
  • Why are people difficult?
  • Reading the signs of aggression in others
  • Identify your own personal responses  to threats and aggression and how to minimise the risk of harm to yourself
  • Lunch
  • Use positive body language to minimise risk – positioning, use of words
  • and tone of voice                        
  • Apply key de-escalation techniques to reduce and manage aggression
  • End of Workshop

Business Needs

Managing aggression, calming and de-escalation skills, conflict management, assertiveness

Recommended Reading

Managing Anger at Work - Mary Hartley, Sheldon Press, London Assertiveness at Work 3rd Edition - K & K Back, McGraw Hill, London Difficult People, A Guide to Handling Difficult Behaviour - Barry Winbolt, ISR Publishing, Seaford

Other Info

Suggested follow-up courses: Assertiveness and Self Esteem and Managing Pressure and Developing Resilience
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  • In-house Training

Run this course in house and tailored to your requirements.

Call +44 (0) 500 734 734 or enquire online.

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