A Trusted Learning and Development Advisor
A Trusted Learning and Development Advisor
Sometimes awful people enjoy being awful. They enjoy being abusive. They gain immense satisfaction from trying to ruin your day.
So, what can you do? How can you set boundaries for awful people? How do you complete your work in the presence of an awful person? This course will give you the psychological tools to remain composed when facing awful people. The aim is to keep you safe and calm in the face of adversity. Tomorrow is another day and sometimes a tactical withdrawal is the best defence.
This course will also show you what not to do. You don’t want to inflame the situation and you want to keep your personal safety top of mind.
This “Build a Bridge” training course is designed to help you figure out the best way to build that bridge. Perhaps underneath that bridge is a river of mistrust and resentment and it is now or never to cross it.
Many people will clumsily attempt to build the bridge. It’s a combination of a bad start-up approach and a poor strategy. And realistically it’s going to be a long time before you get another shot at building that bridge. So, this course is ideal if you’d like your team to know how to build bridges. The workshop proposition is to get rid of that undercurrent of unpleasantness and move forwards on a bridge built on solid foundations. In this workshop, participants literally build a bridge so its heaps of fun and very hands-on.
Participants will delve into the complexities of aggression and learn practical methods for handling it calmly and professionally. Our Aggressive Behaviour Management Training course is designed to help professionals safely manage and de-escalate aggressive behaviour in high-stress environments. With a focus on the physiological and psychological aspects, this course covers how adrenaline and stress responses influence our reactions and provides tools to regain control. The course’s core, the A.D.E.F. framework, offers an easy-to-remember approach to address aggression systematically. From identifying exits to utilising empathetic phrases and calming body language, participants gain skills and navigate these volatile situations safely.
Participants leave with an actionable plan for managing workplace aggression and a reinforced understanding of the importance of prioritising their safety above all.
Whether you’re seeking to refresh your conflict resolution skills or acquire new techniques, this course provides essential strategies for defusing aggression and maintaining workplace safety.
Target Audience:
The course can be tailored for the specific cohort whether it be the leadership team, another group of managers/team leaders or employees.
Duration:
This course is available as a 1-day course or a truncated 1/2-day course.
Delivery:
This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations.
Group Size:
We recommend a group size of 4-10 people.
| Module | Topics | Key Learning Outcomes |
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| Module 1: Professional Telephone Communication | What is Exceptional Service Over the Phone? |
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| Understanding Caller Cues and Needs |
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| Building a Positive Telephone Image |
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| Module 2: Mastering Effective Telephone Communication | Avoiding Miscommunication and Recording Information Accurately |
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| Managing Calls Efficiently and Professionally |
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| Handling Challenging and Difficult Behaviours |
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| Module 3: Using Effective Communication to De-escalate Calls | The Power of Positive Vocabulary and Tone |
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| Encouraging Calm and Building Rapport |
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| Module 4: De-Escalation Techniques for Difficult Callers | Applying Structured De-Escalation Techniques |
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| Guiding the Conversation to a Resolution |
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Target Audience: The course can be tailored for handling incoming or outgoing calls (or both)
Duration: This course is available as a 1-day course or a truncated half day course.
Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations.
Group Size: We recommend a group size of 4–10 people.
Target Audience: The de-escalating violence in-house program can be tailored to the group. This program is very popular with frontline staff, as well as healthcare and regulatory employees who make domestic visits. Duration: This course is available as a 1-day course or a truncated ½-day course. Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisation’s. Group Size: We recommend a group size of 4–10 people.
