Dealing With Difficult Situations - Be Aware, Be Safe

Employers have a duty to keep employees safe.

Employees with regulatory and enforcement roles are often in contact with customers and members of the public who are unhappy, annoyed or aggressive. However all public sector staff encounter difficult behaviours and situations from time to time and also need to be provided with appropriate proactive and reactive technique and strategies to enable them to handle the situations and keep themselves safe.

Impact/outcomes

By the end of the course participants will:

• Have an appreciation of the cause of violence and aggression;
• Have an appreciation of organisational and environmental factors
• Recognise signals from others that may indicate difficult situations
• Appreciate how positive personal projection can help cope with difficult situations
• Understand what assertiveness is and how it may be helpful to them
• Be aware of the techniques and skills that can be used for coping with difficult situations on the telephone and
  face-to-face

Programme

• Definition and background to violence and aggression
• Signs of aggression
• Understanding fear
• Managing the problem: - relating to the aggressor, calming the situation, assertion
• Work based scenarios and specific examples
• Action planning

Where possible the content will be tailored to participants' roles   Prior to the course specific mini case studies/typical scenarios will be requested for use during the course.

Who should attend: Anyone who is in direct contact with customers, and who may have to cope with difficult situations ranging from verbal abuse to threatening behaviour.

 

 

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