How have you responded to aggressive behaviours by customers/clients? What would/could you have done differently? How should/ could you have responded?
|Target Audience:||Frontline staff, including admin/clerical/reception staff as well clinical and non-clinical.|
|Time||Start: 09:00 -end: 13:00 (including comfort and lunch breaks as necessary).
Allow 10 minutes before the start of the session for registration and AV equipment check
|Delivery mode:||MS Teams – CLICK HERE TO REGISTER|
|Cost||£95 per delegate (inclusive of VAT) for attendees from Londonwide practices.
£120 per delegate (inclusive of VAT) for attendees from practices from other areas.
|Course Overview||In these challenging times we are all facing increases in aggressive behaviour towards us and our colleagues. This half day workshop helps you to understand the context of that aggression and considers the appropriate responses as well as the support mechanisms available to achieve positive outcomes. We will examine your experiences and some of the responses and provide tools/techniques that can be applied for de-escalation.|
|Course Aims||The aims of the workshop are to understand the sources of aggression/ violence towards frontline staff and develop strategies for de-escalation by understanding patient/client expectations and behaviour.|
|Learning Outcomes||By the end of the workshop, you will:
|Format||Interactive with real life case studies|
|Presenter(s)||Amerjit Walia Fellow APM Chartered Fellow CIPD|