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Managing Challenging Behaviour

Scheduled Course Venues and Dates

Contact us on 1850 315 415 or email info@occupli.com for more details.

Course Details

The objective of this course is to give participants the skills necessary to deal with situations involving aggressive behaviour.
Duration: 1-2 Day
Participants: Up to 12 personnel
Assessment: MCQ Test
Accreditation: Occupli Certificate

Target Audience

This course is intended for employees who deal with the public.

Course Programme

Topics covered on this course include:

  • The nature of difficult behaviour – causes & purpose
  • Aggressive behaviour
  • Recognising escalation – triggers
  • Responses – helpful and unhelpful
  • Dealing with our own responses
  • How we deal with conflict
  • The importance of attitude
  • Tactics/strategies for dealing with difficult behaviours
  • Building rapport
  • Acknowledging
  • Listening
  • Assertiveness
  • Negotiation skills
  • Focus on people not the problem
  • Interests/needs, not positions
  • Dealing with an aggressive incident
  • Action and responsibilities during and after
  • Organisational issues around risk/safety
  • Planning to implement knowledge/skills learned.

This course will be interactive involving role-plays, group work, case studies/scenarios, brainstorming as well as participants recounting and exploring how they have managed similar situations in the past.
For more information please visit the HSA Website

Enquire about this Course

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