Workplace aggression is any incident in which a person is abused; threatened; or assaulted in circumstances relating to their work. Dealing with customers and colleagues could potentially lead to aggression and you need to be aware of the signs; contributing factors and what to do should it happen. Includes: what can make people angry and trigger workplace aggression and how to eliminate or reduce these triggers; communicating effectively as an effective deterrent; identifying irrational behaviour and how to calm situations; how to handle one-to-one confrontations during and after; how to respond to confrontation; observation and listening skills; memorising vital information.
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