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 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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