“IF LOOKS/WORDS COULD KILL”

DEALING WITH DIFFICULT OR ANGRY BEHAVIOUR

It may be up to you to defuse serious differences between yourself & difficult/angry clients, people you work with or people who share your life – in person or over the phone. It is extremely difficult to achieve positive outcomes while emotions are high. Learn how to de-escalate yourself & these situations.

Who would benefit?
People who are placed in situations where there is the potential for angry or aggressive behavior from clients/families/people

Outcomes
- Understand basic principles of managing your personal response to anger & conflict in self & others & how not to escalate a situation
- Understand what is happening to you now & what to do about that
- Identify & develop personal strategies to mediate angry situations
- Understand boundaries & when to disengage
- Discuss your policy/procedures/code of conduct, for dealing with angry or aggressive behaviours
- Understand the defuse – debrief process

Duration
Half day workshop or longer by negotiation