This module will present the tools and strategies to deal with escalated behaviour in a workplace. Participants will explore the nature of anger and conflict, be introduced to a person-centred approach and review communication techniques to respond to escalated behaviour. Tips to promote a "safe" culture in the workplace as well as self-care strategies will be presented. The module is suitable for anyone who deals with customers and potential volatile situations.
Not all courses are offered each term.Spring 2021 registration opens February 1, 2021. Fall 2021 registration opens July 5, 2021.