Lifeline WA New Program 2015 10%
It can be difficult to know how to respond constructively when faced with people who display challenging, abusive or aggressive behaviour. This three hour workshop will help to explore the reason behind the challenging behaviour and in doing so, provide the skills to deal with it in an objective way.


This workshop aims to help participants explore possible situations that could occur in their workplaces where clients may display challenging, abusive or aggressive behaviour. The participants will learn to view behaviours as a reaction to internalised stress or trauma. The workshop will outline a three tier hierarchy of controls or interventions to prevent or minimise harm, damage and litigation.

The workshop also provides skills to deal with a workplace crisis in an objective and measured framework; harnessing calm, assertive behaviour and good crisis communication.

You may also be interested in the following programs

176 Crisis Intervention - Assisting Distressed Customers and Callers

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Who Will Benefit

Anyone exposed to challenging or volatile behaviours in the workplace from front-of-house staff to managers. It will also benefit those who work in aged care or disability services.

Program Content

    • An understanding of how to identify stressors and positive alternatives
    • A clear model for reading the signs of distress or aggression, the level of risk and appropriate response
    • Matching targeted responses to specific challenging behaviours
    • An understanding of crisis communication, responses to manipulative behaviour and calm; assertive body language
    • An understanding of the principles of evasion, deflection and escape from attacks
    • Dealing with emotional issues in an objective manner.
    Program code 177
    Duration 3 hours
    Time 9:00 AM - 12:00 PM
    • 26 August, 2019
    • 29 November, 2019
    Location AIM WA Floreat
    * Minimum numbers are required for program to proceed
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      Waitlist only
      Limited spaces
      Please contact AIM WA Client Services on (08) 9383 8000 for booking information.

      *Prices Include GST


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