Aggression Management

Aggression, De-escalation and Security Management play an increasingly vital part of all companies who have direct contact with the general public.

Evolution’s Aggression Management provides your staff with the skills they need to:

• Understand the causes of anger
• Recognise early signs of aggression or conflict
• Take steps to de-escalate potentially violent incidents
• Be aware of how and when communication can breakdown
• Implement a key conflict resolution model in high tension situations
• Recognise the use of ‘reasonable force’ as it applies to conflict resolution

Course Programmes

The course will draw from the following principles and practices:

• Verbal and non-verbal communication
• Factors contributing to communication breakdown
• Needs Based Communication Model: Observation, feelings, needs, request
• 5 Step appeal to resolution
• Patterns of behaviour
• Early warning signals
• Impact factors
• When push comes to shove: what the law says