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Handling Anger and Disruptive Behaviour
This workshop is intended for people working with challenging
behaviour in young people. The aim of the workshop is to give
staff a range of techniques for teaching anger management skills
through exercises and other activities. The starting point is
to provide a non-threatening ‘vocabulary’ for talking
about anger with the young people involved, followed by the
identification and amplification of existing strengths and resources.
This workshop has been specially developed for use in educational
settings.
Objectives
- Remain in control under pressure face
to face or on the phone
- Defuse or de-escalate angry calls and
discussions
- Communicate effectively with colleagues
and the public
- Terminate aggressive interactions more
safely
- Adopt a proactive stance to managing
their own stress
- Respond to conflict with more confidence
- Know how to keep themselves safer at
work
Course contents
Introduction and expectations
The need for good communication skills
Self management skills
How to anticipate difficult behaviour
Setting boundaries and goals
Strategies for avoiding confrontation
Problem-solving and negotiation
Anticipating and structuring your approach
Prioritising and planning follow up
Breaking off an interaction safely when necessary
Creating a win/win situation
Techniques for use on the telephone
Protecting yourself from angry or rude callers
Understanding why callers are difficult
Essential steps to take that prevent calls degenerating
Defusing and calming techniques
Responding when the situation is ‘out of control’
Responding to inappropriate behaviour
How to listen, take control and provide solutions |
