Aims:

• To enable the employee to deal with a threatening or abusive client in a calm non-confrontational manner to bring to a satisfactory conclusion a dispute or complaint.
• The raising of employees awareness in matters relating to personal safety and with regard to the standards set by the employer.

Course content:

Introduction:

• Health and safety issues, (in particular Sec's 2 and 7).
• Basic report writing.
• Delegates' introductions outlining problems, concerns, experiences, etc.

Introduction to Challenging Behaviour:

• Triggers to behaviour.
• Trigger factors.
• Personal factors.
• Environmental factors.
• Non-judgemental approach.
• Recognising the signs.
• Our feelings and response.
• Attitude and appearance.
• How we communicate.
• Assault.
• Reasonable force.
• Question and answer session.