Coping at the Sharp End

Handling Conflict and Aggression

1-day workshop

Overview

Being a victim of aggression or violence in the workplace can lead to stress and depression. This workshop aims to provide background knowledge of the causes of conflict / violence in the workplace, the skills for dealing with these situations and provides an opportunity to practice these skills.   It covers the techniques and develops the confidence to cope with aggression from a member of the public, while protecting yourself and your organisation.

 

What you will learn

• How to recognise the different types of aggressive behaviour
• How to identify the risk areas of conflict / violence at work
• Understanding the need to calm conflict situations & avoid violence
• How to identify the most common conflict flash point
• The first actions to take when confronted with a potentially dangerous situation
• State how to deal with confrontation & potential attack whilst staying in control
• How to calm conflict situations, avoid violence & withstand provocation
• Practice using calming techniques, modelling assertive behaviour & preventing escalation of aggression
• The importance of learning from any conflict situation

Who should attend

All staff who may be at risk from the threat of conflict / violence in the workplace, especially from members of the public

 

For more info phone 01258-837143