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. Most importantly you will learn how to manage difficult situations calmly and professionally by using a range of effective and creative techniques.