Title: Dealing with Difficult Situations

Duration: 3 hours

Target Audience:  colleagues who work directly with members of the public and may face and be expected to manage difficult or demanding behaviuors in the workplace or in lone working conditions.

By the end of this session you will:

• Gain an understanding of the psychology behind your lanaguage and behaviour (verbal and non-verbal cues) and how it impacts on others

• Learn about different communication and assertiveness styles which you can apply in practice, which will allow you to adapt your communication style to suit and manage difficult situations

• Recognise triggers to emotional responses and know how to diffuse, calm and resolve a situation

• Be able to apply personal safety in practice

Location:  This workshop takes place at various sites across Aberdeen City as follows.

• Wednesday 28th October - Microsoft Teams Course
• Tuesday 17th November - Microsoft Teams Course