Anyone who works with the general public encounters people who are difficult to manage.  These difficult behaviours can range from being anxious or demanding through to outright threats and violent behaviours.  This half day workshop explores the dynamics of hostile or anxious behaviours in clients or customers and their impacts on staff who work with them.  Participants will increase their awareness of behaviours which indicate the need for action, and learn skills needed to de-escalate these situations, with a focus on maintaining personal safety.

This workshop is appropriate for people working in front-line situations where they will be empowered to approach conflictural situations with new confidence.

Duration: Half day

Cost (GST Inc): $180

Date and course code: 5134Q 26 June