Experiencing hostile or challenging behaviour in the workplace can be testing and demanding. Risk of assault (verbally or physically) is distressing and should be avoided where possible. Dynamic risk assessment, team working, safe positioning and effective communication can all assist when reducing risk.

Understanding conflict and the stages of crisis will help you to understand the behaviours displayed and the underlying emotions attached to them. You need to understand your own behaviour and reactions when stressed, frustrated or angry as well as those of the people who you come into contact with.

Understanding yourself and others means that when confronted with hostile or challenging behaviour, you will be better equipped to maintain self-control and deal with the situation objectively and calmly. 

Having an understanding of the stages of crisis, behavioural indicators and corresponding strategies will help you to de-escalate the situation. When this is not possible, exit strategies need to be in place. These key elements are extremely important if you work in an environment that can potentially put you at risk.

Module 1 - An introduction to the stages of crisis - In this module you will explore emotional and rational reactions, how the human brain works when stressed, escalating behaviours and the 3 stages to crisis.

Module 2 - Dynamic risk assessment and decision making - In this module you will look at how a dynamic risk assessment allows you to continually assess risk in an ever changing environment, how being in a heightened state can impair perception and make decision making difficult, strategies for decision making and how you can help customers to make informed decisions.

Module 3 - Defusing tension with effective communication - In this module you will look at why verbal communication is essential in hostile or challenging situations, and how questioning techniques, active listening and empathy statements can all help to diffuse a potentially dangerous situation.

Module 4 - Understanding body language - In this module you will explore non-verbal communication such as  body language, facial expressions, gestures, appearance, sounds and paraverbal communication. Being able to read clusters of body language can help you to interpret what is being said, without the need for words.

Module 5 - Responding to escalating behaviour - In this module you will explore anxiety and how when it escalates it can be the next step towards crisis, you will consider the individual, environment and context and how these can help you to decide which strategy would be best suited to the situation you are in. 

Module 6 - Crisis and post-crisis recovery - In this module you will look at what happens when a person reaches crisis, including anger and aggression. You will learn how to deal with those displaying anger and aggression and how team working, safe positioning and exit strategies can help to keep you safe. Finally you will explore post-crisis recovery and ways to deal with the aftermath.