The human element in conflict and aggression
This two-hour course will enable delegates to have the understanding and confidence to defuse aggression which could lead to confrontation and violence.
Target group
Any employee likely to be confronted by aggression in their day to day work activities.
Outcomes of the course
Delegates will gain a better understanding of their own reactions and the behaviour of others. This includes the impact of their own behaviour in difficult situations, understanding body language, (the unspoken messages transmitted between individuals) and the techniques to use to defuse aggression in others.
The study topics include
- Defining conflict
- The signs of aggression in others
- The pitfalls – negative reactions
- Body language, the unspoken message
- Psychology behind the calm approach
- Personal safety – what to do, what not to do
