CCH Learning SEA

Working with Angry and Aggressive People (On Demand)


Practical de-escalation techniques and ways to manage challenging behaviour

It seems that in the last two years of the pandemic, more and more people are getting angry and upset. Across New Zealand more businesses are reporting an increase in challenging and aggressive interactions with staff, customers, or the general public.

Employers have a legal obligation under the Health and Safety at Work Act 2015 to ensure their staff are safe from verbal and physical abuse. Therefore, it is vital that workplaces take evidence-based steps to address this.

Aggressive and violent behaviour can be very confronting and a significant challenge to manage. This webinar will look at what happens to our biology when we become upset, angry or aggressive, a wide range of causes of this behaviour.

It will cover specific words and actions that you can use to effectively defuse a tense situation.

This webinar will also look at safety planning and emergency procedures if you are unable to calm the person.

What you will learn

  • What are some of the key reasons why people become angry, upset and violent?
  • What is an acceptable level of frustration and what is unacceptable anger?
  • How to manage anger and frustration on the phone.
  • You will learn a wide variety of different de-escalation techniques and strategies.
  • How should you manage threats of physical violence?
  • Understand what can you manage yourself and when do you need to call the police. (Such as if a customer is in a drug induced state)
  • How you can support staff after an upsetting interaction?
  • What are your rights when it comes to self-defence?

Target Audience

Everyone! This is suited to all businesses from accountants, lawyers, HR, teachers, construction, government workers, charities and many more.

Expert Speaker

Michael Hempseed, Author/Director, Employee Solution Service.

The webinar was recorded on 3 May 2022.

  • Elearning
    • $109.00 incl. GST
    • PD hours: 1.25
    Complete online at your own pace (Self-paced)
    • $109.00 incl. GST

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