This webinar is for anyone who may have to manage angry clients or other members of the public. Guidelines on how to minimise risk will be given. How to communicate effectively to help settle and calm angry individuals will be described in detail.
The training will cover:
- Preparing to work in a difficult environment;
- Minimising risk;
- Legal issues;
- Guidelines for managing difficult situations;
- General principles for managing difficult behaviour;
- Using language that does not create resistance;
- A suggested structure for some difficult conversations;
- Dealing with individuals according to their different anger triggers; and
- Communication skills and strategies for defusing situations where individuals are aggressive.
Fee: $198 (incl. GST).
Details will be provided.
The webinar will be highly interactive and participants will be encouraged to ask questions at any time.
David Cherry is a Clinical and Forensic Psychologist who has been working since 1981. David has provided training on staff safety and defusing difficult situations for workers in the welfare, health, education, aged care, disability, housing and homelessness sectors for over 40 years.