Key Subject Areas

• Conflict as Communication.
• Trigger behaviours.
• Benefits of confrontation.
• Managing anger, and dealing with other peoples anger.
• Identifying different behavioural styles in people and how to deal with them.
• De-escalation techniques to use for specific situations.
• Conflict resolution model.
• De-stress options to use when things get ugly.
• Practical application of de-escalation in real life settings.

Learning Outcomes

• Recognise the signs of heightening anxiety and aggression.
• Recognise how attitudes, body language and actions affect others.
• Find new and effective techniques for dealing with heightened situations.
• Learn techniques and strategies for safely managing and dealing with anger.
• Develop coping strategies for dealing with difficult situations

Who Should Attend

Anyone who is in a position where they regularly find themselves presented with patients, patrons, guests or customers that create situations that require de-escalation in a safe manner.