Working with aggressive and challenging behaviours
This course uses experiential and theoretical learning to give you strategies to deal with a range of disruptive and difficult behaviours. It covers interpersonal communication skills, non-verbal cues, risk management and self-awareness, and strategies to help you defuse disruptive situations early.
During this program you will increase your knowledge of:
- Why people may demonstrate challenging or aggressive behaviours
- Your own communication style and how you can influence how others act
- Strategies for managing difficult and aggressive behaviour, including
- the S.A.F.E. approach
- active and reflective listening
- assertive communication
- questioning types
This course is suited to anyone in customer-facing roles.