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
192 The Mental Wealth Series
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.