Aggressive and Difficult Behaviours

A one-day workshop which equips participants with the skills and knowledge they need to avoid confrontational situations with difficult and aggressive clients and to use creative, effective strategies to calm a difficult and/or aggressive client when necessary.

COVID-19 UPDATE: Following the government’s announcements on 16 March, it is clear we are entering a new phase of the coronavirus pandemic. As such, we feel it is best to stop delivery of all face-to-face training until further notice.

Group training (5-18 staff): Commercial rate £955; Standard / Concessionary £890 + plus trainer’s expenses + VAT

‘Very helpful in dealing with difficult and aggressive guests.’

Support Worker, Wycombe Homeless Connection

‘Very well presented with great examples and theory.’

Students Services Advisor, INTO London World Education Centre

Workshop contains

  • How to spot the stages of conflict and to prevent it from escalating
  • Reasons for confrontational behaviour
  • Linking reasons to strategies that will calm an aggressive or difficult person
  • Avoiding behaviours that exacerbate a person’s difficult behaviour
  • Use of language to calm a situation
  • Advanced, creative strategies to calm difficult and aggressive people
  • Underhand manoeuvres difficult people may use and how to assertively deal with those manoeuvres.

Learning outcomes

After attending this workshop, you will be able to:

  • Define conflict, particularly three points relevant to dealing with it
  • Identify the nine stages of conflict escalation
  • Identify what circumstances and behaviours increase the risk of conflict occurring or escalating
  • Recognise at least 10 warning signs of conflict occurring or escalating
  • Describe at least five reasons why people become difficult or aggressive
  • Use at least five strategies to calm difficult situations and prevent escalation
  • Use at least three strategies to deal with situations where aggression is escalating
  • Apply knowledge and strategies through the use of case studies.

Suitable for

Housing officers, housing support workers, and new or experienced advisers who need strategies to deal with the aggressive and/or difficult behaviour exhibited by their clients.

Meet the trainer

Rob Hammond has been a trainer for Shelter since 2006 and has experience of working with not for profit, Local Authority, and corporate staff at all levels up to director as well as service users for various charities. Qualified in delivering leadership and management programmes, Rob is also trained in psychometric profiling and is licensed and accredited to use MiRo Behavioural Modes TM¬ and Strengthscope TM, both of which maximise individual and team potential. Rob has an honours degree in Psychology and a PG Dip in Integrative Counselling. Also trained as a coach, he combines these approaches as a Personal Consultant and practices as an Integrative Coach-Therapist. He is registered as a member of the British Association for Counselling and Psychotherapy (BACP). Rob’s work has a strong emphasis on personal development and engagement and receives consistently high feedback from delegates.

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