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DEALING EFFECTIVELY WITH AGGRESSION AND PERSONAL SAFETY

'Conflict is an inescapable part of our daily lives, an inevitable result of our highly complex, competitive and often litigious society…learning how to deal with conflicts effectively is an essential life skill, for the benefit of your own personal and professional life and for our communities and our world.'
('Conflict Resolution', Dudley Weeks)

One-day seminar

Like it or not, if two or more people are gathered together, there is a potential for conflict. But for some of us in our everyday work, normal conflict situations and tensions can turn into full blown aggressive incidents, which may not be only physically threatening, but also destroy our peace of mind and self esteem. How we manage this effectively is crucial.

This training course will give theory and exercises to defuse situations of potential conflict as well as practical tips in how to keep yourself safe.

Aims of our ‘Dealing Effectively with Aggression,’ Course

* Learn how to recognise own 'triggers' for anger and negative conflict.
* Learn how to recognise the stages of an aggressive incident with difficult customers/client/team members/managers.
* Learn de-accelerating techniques to calm a potentially aggressive incident.
* Build awareness of body language, tone of voice and gestures.
* Learn assertion skills. Understand the difference between Submissive, Aggressive and Assertive behaviour.
* Build awareness of own personal safety and boundaries.
* Understand the official procedures and policies that are put in place by the Government to keep employees safe.
* Understand own limitations in some situations and find effective ways to leave a potentially threatening situation.
* Through role play, build confidence in realising own skills in dealing with aggressive incidents, and learn new ones from group members.
* Learn listening and empathetic skills to calm difficult situations.
* Learn stress-relieving techniques to cope with difficult situations.

Who would benefit from this course?

* Front line staff, from Social Workers to receptionists. Any one who has to deal with the public on a day to day basis.
* Anyone who needs to be reminded of their own organisation’s policy to keep them safe.
* Anyone who wants to have a greater understanding of their existing skills in dealing with conflict, and develop new ones.
* Anyone who would like to find creative and practical ways to prevent potentially aggressive incidents.
* Anyone who would like to listen and learn from other peoples' experiences and be willing to share their own.

Clients that have benefited from this course

Easyjet

Milly Sinclair has trained over 800 people in 3 years in every level and department of Easyjet. * Ground Staff and managers: Luton/Geneva: 10, 2 day residential customer care and conflict management courses
* Cabin Crew and managers: Luton/Geneva: 15, 2 day residential customer care and conflict management courses
* Sales Team and managers
* Rostering Team and managers
* Call Centre and managers

Virgin Atlantic

Cabin Crew

Kensington and Westminster Borough

Dealing Effectively with Conflict course is open to all the council and run 6 times a year

Parking shop and managers: 10 Conflict Management courses, plus ongoing refresher courses.

Housing: We have run Conflict Management courses on a yearly basis for 4 years.

Connexions and Capital Careers Kensington and Chelsea, Hackney and Bristol

2 one day courses on 'Dealing Effectively with Conflict,' and helping the centre re- write their own policy on dealing with violence and aggression.

“The potential of the Human Spirit is absolutely unlimited. All you need to know is how to tap into that well.”

(Jack Welsh, CEO, General Electric)

"Complex concepts, delivered in a fun way that makes them real!"

(Chris Goscombe, Director of Human Resourses, Easyjet)

Please contact Milly Sinclair
creativeedgeuk@aol.com 07703 181 630