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Course Overview At the end of the training participants will have analysed the situations they personally find challenging and their responses to these situations. - Considered the causes of aggressive behaviour in others - Be more aware of the signs of aggression - Have learnt and practiced skills to manage aggressive and potentially aggressive situations - Have examined other types of challenging situations and developed strategies for dealing with them Course Content Introductions - What difficult situations do you deal with at work? - Importance of handling these situations with skill? - Implications for customer interface Handling aggression - What is aggression? - The Cycle and the Continuum of Aggression - What makes you angry? - Dealing with your own feelings - What are the signs of aggression? What skills do you use now? - Techniques for managing aggression - Non-verbal communication - Creating rapport face-to-face/telephone - Recognising the Moment of Choice - Practice of techniques Handling other emotionally charged situations - Techniques and strategies - Internal support mechanisms - What you have and what could be improved

Course Overview At the end of the training participants will have analysed the situations they personally find challenging and their responses to these situations. - Considered the causes of aggressive behaviour in others - Be more aware of the signs of aggression - Have learnt and practiced skills to manage aggressive and potentially aggressive situations - Have examined other types of...

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