Skill Details

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Skill Details

Skill Name

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Is Accredited

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Is Apprenticeship

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Skill Overview

This course is for those who come into contact “difficult”, angry or aggressive people in the course of their work, and would like to gain an insight into where these behaviours come from and how to deal more confidently and positively with such situations.

Overview :	

The workshop is designed to enable participants to understand the nature of anger and aggression, and how to deal with it in a constructive & professional way using a range of constructive communication skills and anger diffusion techniques; it will increase participants' ability to develop rapport quickly with people and improve their self-confidence & personal awareness; it will increase their awareness of the importance of projecting their organisation in a professional, caring, & customer-focused light.

Content :

The nature of anger and aggression and violence, and how they escalate

Diffusing anger and aggression constructively

Differences between assertive communication and other, less constructive behaviours

Key communication skills for taking control of difficult situations and people: dealing with and giving constructive criticism; demonstrating assertive body language, voice tone and words

Practising the skills

Price quoted is per person.

Learning Objectives

At the end of this training programme participants will be able to :

- Understand where anger and aggression come from, how they escalate, and how they can diffuse angry or aggressive situations

- Enhance their personal power when dealing with angry people

- Take control of difficult situations to achieve ‘win-win’ solutions with others

- Develop rapport quickly with others to reflect a caring, personal & professional image

- Identify & practise a range of positive interpersonal skills to deal with stressful, work-based situations & communicate with greater impact

- Handle situations successfully by dealing with and giving feedback in a constructive, motivational way

- Improve their own confidence and self-esteem using positive thinking techniques

Funding Option

Funding Eligibility

Skill Price ex VAT (£)

Skill Length

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Skill Eligibility (Prerequisites for skill/software requirements)

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