Managing Hostile Interactions

Cost: $399.00 Reference ID: PVBM-808

Course Overview

Service providers are aware of the challenges of dealing with upset, angry, frustrated and confused clients. Increasingly, one is presented with personally intimidating, hurtful hostile behaviour.

Hostile incidents are clearly on the increase, and dealing effectively with hostile individuals takes energy and the careful application of a specific range of skills. Unfortunately, it is much easier to intensify hostility than to defuse it. This workshop will provide participants with proven strategies for managing hostile interactions in a manner that dramatically increases the likelihood of constructive resolution for all parties.