De-Escalating Conflict and Aggression – One-Day Course

Preventing violence and diffusing volatile situations.

Conflict is an inevitable part of dealing with people and we will all encounter an aggressive customer or agitated colleague at some time. How we respond to a potential crisis can make the difference between smooth resolution and an emergency situation.

This popular course provides tools and techniques to empower participants to respond appropriately to threatening, violent, aggressive and other unexpected or inappropriate behaviour. While this course may be valuable for people from any walk of life, it is particularly valuable for those working in customer service or public facing roles, along with anyone in human services or working in a high-pressure environment.

We will explore:

- Conflict styles
- Understanding triggers
- Responding to emergencies
- Self awareness and calming
- The role of body language
- Positive framing
- Diffusing skills

This course includes:

- Engaging, up-to-date materials.
- Take-home reference package and free online resources.
- All day catering and beverages - with dietary needs catered for.
- Post-course contacts for help and advice.
- Certificate of attendance.

Standard:
Corporate and Government

Non-Profit/ Individuals:
Staff of non-profit organisations, micro-businesses with less than 5 staff and self-funded waged individuals

Concession:
Concession Card Holders paying as individuals

Our venue is wheelchair accessible, including toilets. However, if you have any special access needs or would like any support or adaptations to make learning easier for you, please let us know.