Managing Violence & Aggression

Course Code: PDMVA0618-0.5
Duration: Half Day
Target Audience:
Min / Max Delegates: 8 / 12
Sector: People Development

Course Aims: To build an understanding of how to manage challenging situations professionally and safely in customer-facing working environment.

Course Objectives: By the end of this half-day workshop, delegates will be able to:

• Demonstrate an understanding of what is meant by violent and/or aggressive behaviour within a customer-facing work environment.
• Understand the benefits of preventing potentially violent and/or aggressive customer behaviours and how to do so in practice.
• Identify how to spot the signs of potential conflict.
• Understand how to diffuse conflict in a polite and professional manner and thereby de-escalate violent situations.
• Share some suggestions for dealing with the after-effects of a violent incident.

Format: Tutor led workshop

Assessment: Qualitative assessment by Tutor during workshop