This course is designed to help the employer and employee reduce the risk of verbal or physical attack and is aimed at those dealing directly with the public at a place of work or representing their company or organisation away from the office.
Violence and aggression is becoming an increasing problem whatever the workplace. Many managers and their employees feel ill equipped to deal with arising situations and are often concerned for their wellbeing.
Course content outline:
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The Law & Risk Assessment
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Identifying attitudes and reactions to aggression and violence Definitions
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Roots of aggression & violence
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Why some people do and some don't - Causes and triggers
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Signs of violence
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Who is at Risk?
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Customer Care
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Barriers to communication - The Environment, The Spoken word, Body Language
