This one-day event will provide a clear and simple introduction to working with people who exhibit difficult or aggressive behaviour.

Target Audience

This course is for all those who manage and or supervise staff, clients or customers who can exhibit difficult behaviour or situations.

Objectives

By the end of the courses, participants will:

• Explore the roots and theories of anger, aggression and difficult behaviours.
• Recognised different behaviour types and how to deal with them.
• Embrace new techniques to deal with angry of difficult people.
• Understand techniques to becoming more assertive.
• Effectively and assertively provide feedback.