Violence and aggression at work

t. 01582 463463

e. contact@tihtc.co.uk

A one-day workshop

This is an essential programme for members of staff whose role exposes them to aggressive or violent behaviour.

Who should attend?

The course has been specifically written for staff whose work brings them into contact with the public, often on controversial issues. The session is suitable for staff who carry out enforcement work as part of their role.

Format

This is a grounded and sensible one-day programme – which can use actors for maximum impact –designed to provide participants with the skills needed to ensure that situations are not escalated.

Expert trainer

Miranda has more than twenty years’ experience as an independent learning and development consultant and trainer. Much of her work is focused on the VCSE sector.

Session outline

1. What’s happening?

2. Safety fundamentals

3. Nipping issues in the bud

4. Calming – Reaching – Controlling

Tips and techniques for potentially calming a situation
Reaching and building rapport
Accelerants – tips on avoiding accelerating a situation
Assertiveness techniques
Non-verbal behaviour
Active listening and the use of questions and distractions
Exploring ways forward and identifying win/wins
Avoiding the secondary argument
Fogging
The ‘drama triangle’
If all else fails….

5. Harassment, stalking and on-line bulling

6. Reporting principles

Face-to-face delivery

Virtual delivery

Tailored solutions

Get in touch

Give us a call now at 01582 463 463, or use the contact form below.

Training Areas...

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