Effective Communications Workshop 102 - How to deal with difficult, abusive and emotional people

Effective Communications Workshop 102: How to deal with difficult, abusive and emotional people

Whenever you deal with people, there is always the potential for conflict. People can be angry, emotional, abusive - particularly if they are under stress.

Being aware of people’s behaviour and the skills to be able to manage, defuse and de-escalate a situation if need be, is essential to keeping yourself, your staff and those around you, safe.

CERT offers a range of training for anyone working in a front line role, teaching the skills to manage situations effectively, professionally and most importantly, safely. Our training focuses on 'non-escalation' techniques: skills that manage a situation to minimise the chance of a it escalating.

In this three-hour interactive workshop we will further skills from the first course covering how to develop a safety mindset, effective communication skills and specific techniques for effectively managing difficult, abusive and emotional behaviours.