Aggressive Behaviour Training

Aggressive Behaviour Training

Sometimes people react to difficult situations by being aggressive. Ideally no-one should face aggression or violence in the workplace, but in reality, many people do. So, how do you deal with it? What’s the best approach?

This programme will teach learners how to deal with aggression, both face to face and on the telephone. It will help your staff to be able to spot danger signs and to take a planned and practised approach to volatile situations.

Support

Dedicated team of trainers and staff, committed to delivering support and advice to our customers.

Experience

We have over 12 years experience providing training for individuals, small, medium and large companies.

Training Team

Our trainers combine professional know-how with experience in their chosen training field.

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Safeguard your training investment. We offer courses accredited by national and international certification bodies.

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Get the Dealing with Aggressive Behaviour Course Brochure & 2024 Timetable Instantly

Get the Dealing with Aggressive Behaviour Course Brochure & 2024 Timetable Instantly

Full Course Outline

What's Inside the Brochure - Course Format; Trainer Profiles; Testimonials; Membership Details; Full 2024 & Fee.

Membership Details

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Customer Stories

We work with the biggest brands in Ireland including Symantec, Keelings and Vodafone but don't just take our word for it.

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Do you have team development needs? An inhouse training solution is typically less expensive per head than publicly scheduled courses and provides greater business relevance.

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What is covered in this course?

The programme takes a proactive, practical approach to reducing the risk of aggressive or violent situations and improving the safety of all staff.

1

Preventing Aggressive Behaviour

Building rapport - Creating a productive relationship
Verbal & Non-verbal behaviour to help defuse aggression
Do's and Don'ts
Active Listening skills - The 10 Principles of Listening
Being assertive - Techniques to build self-esteem and confidence

2

Managing Aggressive Behaviour

Negotiation Skills - 5 Basic principles of negotiation
How to motivate others towards a win/win outcome
Trusting your instincts - The importance of personal safety
When safety becomes an issue
Follow up procedure - debriefing management; sharing information with colleagues

3

Handling Difficult People

Behaviour - what causes customers to be demanding or difficult
Engaging the ‘professional brain' instead of the emotional, reactive brain
Unwelcome News - What to say when you can't deliver what the client wants
Handling criticism
Responding and resolving complaints - prioritise; escalate; communicate

Please Note: Each delegate will leave the course with an action plan for the workplace

Need Some Advice?

We have an excellent team who are more than happy to give you advice about the course. It doesn't matter what the question please ask, we'd be delighted to help.

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What We Do

Founded in Dublin, DCM Learning is fast becoming recognised as a leading training organisation. We work closely with industry to define the skills and qualifications required to thrive.

At our core, we believe people learn best by doing. We design fun, powerful experiences that have a profound and lasting impact on people and their careers, inspiring new ways of thinking, building critical capabilities and unleashing business success. We empower you to learn from fresh, high-quality content on the skills that matter, taught by leading experts.

Our Customers

We work with small and large companies, individuals, Government Agencies, Universities and blue-chip companies such as Keelings, Google, Zendesk, Novartis, IBM and Symantec, so you can have confidence in our ability to deliver the results you want to achieve.

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In House Training In Your Office. Wherever You Are.

Have Team Development Needs?

We’ll work with you to create the course that your team and your business need. Get in touch today and we can give you a quote within an hour.

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