Training in assertive communication & verbal de-escalation is essential for anyone who works in customer contact roles, particularly when they are dealing with people who are aggressive, angry or violent due to:

The principles of communication are covered in this interactive and informative course which mixes delivery styles to provide students with information and skills to understand how communication occurs, how misunderstandings occur and various strategies for dealing with things if a person is already upset.

This program also addresses the cycles of violence and aggression and looks at a variety of methods to identify root causes of interpersonal conflict and take preventative measures.

Once again, this program can be contextualised to a specific workplace and can be delivered in a variety of formats. It can be delivered as both accredited and non-accredited training depending on the client’s needs.

Statements of attainment can be issued for successful candiates undertaking assessment in: