Working with Aggressive and Challenging Behaviours
One of VECCI’s Business Excellence courses
Why we developed this program
If you deal with members of the public, chances are you will encounter clients or customers who are aggressive or challenging to handle.
Covering interpersonal communication skills, non-verbal communication cues, risk management and self awareness, this program uses experiential, interactive and theoretical learning to help you successfully manage, and work productively with, difficult or unpredictable behaviour.
Who should attend
Anyone workng in an environment where clients or customers may exhibit aggressive or challenging behaviours.
What will be covered
- Identifying the internal triggers that may disempower people in managing aggressive and challenging behaviours
- Identifying client 'risk' behaviours and situations at an early stage to minimise the risk of escalation
- Implementing at least three new strategies to defuse and minimise personal risk in managing aggressive and challenging clients
- Increasing your personal confidence in your ability to work successfully with aggressive and challenging behaviours
- Identifying when to obtain external assistance, and the process for this option should you feel at 'risk' through the provision of providing a service to the client
This course can also be tailored to your exact requirements and can be delivered onsite at your premises. For more information call VECCI on 03 8662 5333.
Current scheduled course dates are as follows: (click on the course code to register online or call 03 8662 5333).