This one or two day course is for those who have an increased responsibility and potential exposure to violence. Service providers are aware of the challenges of dealing with upset, angry, frustrated and confused clients. Increasingly, one is presented with personally intimidating, hurtful hostile behaviour.
Hostile incidents are clearly on the increase; dealing effectively with hostile individuals takes energy and the careful application of a specific range of skills. Unfortunately, it is much easier to intensify hostility than to defuse it. This workshop will provide participants with proven strategies to diffuse hostility and constructively confront problem behaviour in a manner that dramatically increases the likelihood of constructive resolution for all parties.