Who should attend?

Retail staff, health care professionals, event personnel, teachers and class room assistants, bank and building society staff and any personnel regularly in front line contact with the public.

Course Objectives

Minimising the risk of conflict by understanding aggressive behavior.

Understanding different ways to manage and de-escalate conflict.

Ensuring a safe and secure working environment.

Course Content

Understanding the causes of aggressive behavior.

Identifying potential aggressors and the situations the trigger threatening or violent behavior.

Employing appropriate verbal or non-verbal responses to defuse and de-escalate aggression.

Giving improved customer service to reduce conflict and enhance customer satisfaction.