MMHRD Online

Products

Managing Aggression in the Workplace

Part of 'Take Away Training' series

Media Type - DVD
Author - Eve Ash

This program explores how to prevent aggression at work and how to reduce risk and/or manage it when it happens. A must for everyone who wants a safe and healthy workplace.

Training Points

1. Recognise Potential Aggression Early

  • Raised voices
  • Agitated
  • Narrowed eyes
  • Assume more than is there

2. Avoid Escalation

  • Try to defuse the situation
  • Use a calm and slow, voice and tone
  • Talk to the person
  • Apologise to them about the situation
  • Don't turn your back to them
  • Don't whisper about them to someone else
  • Manage own emotion, stay calm and don't react
  • Don't take it personally
  • Ignore insults and work on solving the problem

3. Identify the Issues and Reduce Anger

  • Introduce yourself, and use their name
  • Help another person out
  • Ask questions related to the task of solving the problem
  • Move the focus from the problem to the solution

4. Outline Plan to Help

  • Use decisive language, not words like 'maybe' or 'I will try'
  • Provide a choice
  • Always be honest

5. Reduce Risk

  • If threatening, can help to avoid direct eye contact, but keep aware of them and their actions through peripheral vision
  • Identify all exits, how many people are around and pick up the phone
  • Have a predetermined plan within the workplace for assistance and to call the police
  • If a person is potentially dangerous, ask them to leave knowing you have the support of the police outside
  • Make sure panic buttons and alarms are tested and in working order
  • Only restrain someone as an absolute last resort
  • If someone produces a weapon, listen to them, continue to use a calm tone of voice, ask them to place the weapon on the table or something nearby. Don't ask them to hand the weapon to you

6. Afterwards

  • Key people involved may need counseling
  • Re-examine the scenario as a case study within the workplace
  • Train people in the situation before it happens

- 10 Employability Attributes & Skills
- 10 Essential Interviewing Skills
- 10 Essential Reception Skills
- 10 Essentials For Successful Induction
- 10 Healthy Work Habits
- 10 Point Checklist Before Delivering Training
- 10 Point Checklist For Briefing A Consultant
- 10 Powerful Networking Skills
- 10 Steps to Flawless Appraisal Interviews
- 15 Ways to Handle Today's Stress
- 360 Degree Feedback
- 5 Steps To High Self Esteem
- 6 Essential Steps to Getting That New Job
- 6 Ways To Boost Your Career Prospects
- 6 Ways To Build Rapport
- 6 Ways To Increase Job Satisfaction
- 6 Ways to Manage Overload
- 6 Ways to Prevent Sloppy Work
- 6 Ways To Resolve Conflict
- 7 Key Sales Skills
- 7 Steps To Improving Communication
- 7 Ways to Handle a Difficult Boss
- 9 Essentials for Exit Interviews
- Adult Learning Principles
- Advanced Sales Techniques
- An Introduction to Business Ethics
- Art of Behavioural Interviewing, The
- Art of Questioning, The
- Balancing Work & Private Life
- Be Careful With Email
- Best Practice Workplace Checklist
- Business Etiquette
- Career Planning
- Changing Role of Managers, The
- Coaching
- Common Facilitation Mistakes
- Conducting Successful Discipline Interviews
- Conducting Training Activities
- Conflict Within Teams
- Consulting Skills For Professionals
- Controlling Meetings
- Coping With Change
- Coping With Retrenchment
- Counselling Poor Performers
- Dealing With Abusive & Threatening Calls
- Dealing With Difficult People
- Dealing with Manipulative People
- Dealing with the Unmotivated Employee
- Dealing with Trauma & Distress
- Decision Making In Groups
- Delegating & Prioritising
- Designing And Delivering A Training Session
- Developing A Training Plan
- Developing Assertiveness Skills
- Developing Emotional Competence
- Difficult Presentations Made Easy
- Eliminating Workplace Bullying
- Energy & Enthusiasm
- Essential Counselling Skills
- Evaluate Anything!
- Facilitation Skills
- Getting The Most Out Of Training
- Giving Personal Feedback
- Giving Up Bad Habits
- Going For A Job Interview
- Handling Complaints
- Handling the Difficult Customer
- How To Develop Your People
- How to Make a 5 Star Impression
- How to Manage & Motivate a Sales Team
- How To Mentor
- How To Sell A New Idea
- How to Survive Email Overload
- Increasing Motivation At Work
- Leadership
- Leading Group Discussions
- Learning From Mistakes
- Learning To Learn
- Listening
- Making Teams Work Brilliantly
- Manage Change Successfully
- Management Mastery Checklist
- Managing A Mature Age Workforce
- Managing Aggression in the Workplace
- Managing Boundaries
- Managing Performance
- Managing Upwards
- Men and Women Are Different
- Mentoring
- Moving To E-Learning
- Negotiating with Suppliers
- New Supervisor, The
- Overcoming Harassment
- Overcoming Personal Barriers to Diversity
- Personal Goal Setting
- Positive Thinking
- Power Of Empathy, The
- Preparing For Your Appraisal
- Problem Solving & Initiative
- Project Management Success Factors
- Psychology of Saying Sorry, The
- Public Speaking With Confidence
- Reducing Absenteeism
- Regaining Control Of Your Day
- Sales & Service Turn-Offs
- Selection Techniques
- Self Empowerment
- Setting Agendas and Taking Minutes
- Spirit Of Service, The
- Staying Happy & Positive Throughout Life
- Stress Management
- Successful Thinking Habits
- Supervisory Styles
- Take Away Training Series
- Time Management
- Understanding & Dealing with Depression
- Understanding Body Language
- Understanding Group Dynamics

  • Length - 17 minutes
  • Pricing
    Price - INR 7,750
    Intl. Price - A$ 275.00
  • See 'Take Away Training Silver' series for quantity pricing