Preventing verbal and physical aggression against public-facing workers: theory, techniques and tools
Description
Working with the public can expose workers to critical incidents, including encounters with aggressive and provocative individuals. A person displaying aggressive behaviour is typically someone who does not feel understood and expresses this distress through their actions. Workers need to recognise these situations promptly and prevent episodes of uncontrolled anger and aggressive escalation.
Schedule
- Neurophysiological changes associated with stress, anger and aggression
- Building self-awareness and awareness of your own psychophysical responses to avoid reacting to a potential aggressor or provocateur
- Developing emotional intelligence and detachment from potentially critical situations
- Building self-control and learning to manage stress
- Identifying verbal and non-verbal precursors of potential aggression
- Recognising the early warning signs
- Improving verbal and non-verbal communication
- Learning and practising specific de-escalation techniques
