Difficult and aggressive behaviour

IN THIS MODULE:

• Identifying the 4 easy steps to prevent and manage conflict.
• A group flip-chart exercise on the causes of difficult or aggressive behaviour.
• A discussion on the different behavioural choices and their characteristics.
• A fun role play exercise where delegates can apply their conflict management skills to given scenarios.

AIMS:

• To examine a process to manage conflict.
• To identify difficult and aggressive behaviour.
• To distinguish how to turn a challenging situation into a win-win.

TIME

This exercise will take approximately 1 hour and 30 minutes.

Group Size:

Ideally, 4-12 people per session.

USEFUL FOR:

Staff of all levels, who have customer service responsibility.

YOU’ll NEED:

Trainer pack and handouts – optional PowerPoint included.

SEE SAMPLE FROM THIS MODULE