Protectics^®
Limited

Dealing with Verbal Aggression.

This one-day course is ideal for people who have to deal with verbal aggression either on the telephone or face to face.

It teaches how to understand the causes of verbal aggression and how to deal with aggressive verbal behaviour. The course is modular and can be tailored to a wide range of target audiences including Local Government, Call Centres, Customer facing staff, and others.

Call 0161 341 0003 for more details or to book the course.

Course content:

OVERVIEW
Introductions:	Course.
	Course Tutor.
	Course Delegates.
Objectives:	Course objectives.
	Delegates personal objectives.
DEFINITIONS
Verbal Aggression:	What is verbal aggression?
Anger:	What makes someone Angry?
	Types of Anger.
CONTENT
What, Why How:	Do people mean what they say?
	How can you tell?
	Should you care?
	How to cope.
Verbal Self Defence:	Non-verbal techniques.
	Verbal techniques.
Response options:	Why should you care?
	Coping strategies: Avoiding, deflecting and responding.
	Communication models.
Bad Language:	Swearing and how to deal with it.
The Telephone:	Good News - The benefits of talking via the telephone.
	Bad News - The disadvantages of talking via the telephone.
	The different types of telephone call.
	Dealing with each of the different types of call.
Face To Face:	The dangers of a Face to Face meeting.
	The different types of meeting.
	Dealing with each of the different types of meeting.
Interaction strategies:	Types of people
	Types of resolution
Observations:	Taking things forward.
	Six principles for continued aggression management success.

Notes: Either the "The Telephone" or the "Face to Face" section of the course can be removed and replaced with an extended session of the other section. This is to allow for groups comprised of people who only interact face to face or via the telephone. The course is high energy and high impact. The content of the course is structured so that attendees come face to face with aggressive behaviour in a way that challenges them and lets them experience directly the benefits of the strategies and methods learnt on the course.

What people say about the course...

"Thanks for the training sessions you carried out for us. They were well received with staff commenting on the lively, fun presentation and coming away with more confidence to deal with potentially aggressive situations."

Dr Alison Moss - University health and safety adviser.

"Just thought you would like to know that I met a couple of the people who attended your course last week and they were raving about it."

B Tankel - Course organiser.


Course Costs:	Click here to view course fees.
All attendees receive a full course manual and a copy of the book "How to Deal with Verbal Aggression".
Call 0161 341 0003 for more details or to book the course. Click here for further contact options.