About the course

This course offers practical solutions for staff facing difficult aggressive or conflict situations in their workplace, face to face, over the telephone and as lone workers, working in isolation. The aim of the course is to increase the basic coping skills of confidence, communication and common sense when faced with conflict.

Course Content

• individual coping strategies
• stress management, assertiveness and personal survival strategies
• verbal and non-verbal communication skills in defusing crisis situations
• unpredictable and volatile behaviour linked with drug abuse and mental health problems
• practical steps to maintaining personal safety
• all set in a context of enjoyment and fun
• evaluation

Learning Outcomes

At the end of the course participants will:

• identify areas of potential risk within the immediate workplace environment
• understand conflict and how and why it occurs
• develop skills, techniques and confidence in defusing difficult situations using verbal and non-verbal responses
• recognise the unpredictability of some behaviour (alcohol, drugs and mental health related) and the potential impact upon others
• introduce the legalities of Safety at Work and Risk Assessments in relation to the Health and Safety at Work Act, EC Legislation, and MHSW Regulations 1992, linked with the organisations procedures
• Identify examples of good practice, learn from and support other participants
• prepare a Personal/Team Action Plan to assist in continuing professional development

Gillian is an experienced consultant of eighteen years standing, working for the statutory, voluntary and private sectors.   She is a qualified member of the Institute for Personnel Development. Her extensive experience includes designing and delivering work with individuals, teams and organisations at every level around the issues of violence and aggression.