DEALING WITH AGGRESSION

AIM

To enable delegates to be more aware of their own behaviour and that of others in order to learn how to become more in control of situations and develop appropriate skills to enhance personal and organisational performance.

OBJECTIVES

By the end of the workshop delegates will be able to:

• Know and understand the factors which bring on aggressive behaviour
• Identify the feelings associated with threats, fear and aggression
• Control and defuse aggressive situations
• Reduce levels of anger in themselves and others
• Deal more confidently with ‘difficult’ people

PROGRAMME CONTENT

• Understanding threats, fear and aggression
• Avoiding anger
• Non-verbal aspects
• Verbal aspects
• The benefits

The skills acquired from this workshop will enable delegates to deal with aggression both face-to-face and on the telephone. The training is delivered in a way that encourages participation and using real situations and activities / case studies.