Understand where anger and aggression come from, how they escalate and how they can diffuse angry or aggressive situations 
 Enhance their personal power when dealing with angry people 
 Take control of difficult situations to achieve 'win-win' solutions with others 
 Develop rapport quickly with others to reflect a caring, personal and professional image 
 Identify and practise a range of positive interpersonal skills to deal with stressful, work-based situations and communicate with greater impact 
 Handle situations successfully by dealing with and giving feedback in a constructive, motivational way 
 Improve their own confidence and self-esteem using positive thinking techniques

 The nature of anger and aggression and violence, and how they escalate 
 Diffusing anger and aggression constructively 
 Differences between assertive communication and other, less constructive behaviours 
 Key communication skills for taking control of difficult situations and people: dealing with and giving constructive criticism; demonstrating assertive body language, voice, tone and words 
 Practising the skills

What past participants say about the training:

‘Very useful. A real eye opener.’ 
‘Very well presented. The practical examples really helped.’ 
‘Tutor had a relaxed approach which made everyone feel comfortable.’ 
‘Lots of useful information.'