All employees can be exposed to challenging interactions during the course of their work. They may find themselves dealing with an aggressive customer, or interacting with a person who is emotionally distressed. This workshop will provide participants with a deeper understanding of what drives unwanted behaviour and take away practical tools to intervene early to diffuse volatile situations.

Participants will take away the following:

• A detailed understanding of what motivates challenging behaviour
• Familiarity with the environmental triggers of unwanted behaviour
• A practical tool-kit for diffusing situations
• Knowledge of the importance of self-care and self soothe post incident