Tuesday 25 June ONLINE (9.30am – 12.30pm)
This course is for members who are required, as part of their job, to deal with challenging conversations face-to-face. Learn how to communicate effectively with customers and service users and how to de-escalate challenging conversations.
On completion of the course you will be able to:
- Understand how to appropriately and effectively respond to anger and aggression
- Identify how to effectively plan for managing angry and aggressive people
- Utilise strategies to diffuse and calm anxious and aggressive people
- Remain calm and composed to ensure the most positive outcome
- Recognise that the way you respond will impact on their response to you
- Interpret body language and be more aware of the signals that you are projecting
This course is free for UNISON members
Application Details
This course is now fully booked.