Dealing with aggressive/difficult customers

For any staff member who may be exposed to difficult or aggressive interaction with a customer/student/member of the public

• Sources of aggression
• Risk assessment and the ‘aggression continuum’
• Pre-emptive planning – organisational and personal
• Situational awareness
• Incident response techniques
• Self-defence protocols and post-incident procedures
• Scenarios

Watch the online Safetyhub videos dealing with Violence and Aggression