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Dealing With Aggression in the Leisure Industry

This is a one day workshop/seminar, specifically tailored to the Leisure Industry, and interactions with the public.  The course will equip staff to recognise the indicators of aggression, how to deflect the focus of aggression, how to deal with an aggressive client, how to gain the confidence of the aggressor, how drugs (particularly anabolic steroids) effect the behaviour of the aggressor, and what rights and responsibilities are required by both parties under the law. 

The course is classroom based and does not include any physical intervention training.  Presentation software is used, in addition to a number of text based questionnaires, and notes are provided for future reference.  A Certificate of Attendance is presented to all participants, and attendees are requested to complete a feedback form on completion of the course, in order that we can continue to improve our workshops and courses.  Role play is utilised extensively, on order to provide a realistic situation for each member of staff to deal with, and to ensure that each of the theoretical scenarios are practiced in a simulated situation has a immediate practical benefits to the participants

Includes the following modules:

Triggers to Aggressive Behaviour

Indicators of Aggression and Stress

The Language of Aggression

Body Language & Personal Space

Confrontation Management

Tactics for Dealing with Aggressive Behaviour

Diversion and Deflection of Aggressive Focus

Gaining and Maintaining Respect

The Law

Drugs and Effects on Conduct

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