Effective techniques for calming angry/agitated people down

Give staff the skills which will increase their physical and emotional safety.

Many find dealing with angry or agitated individuals one of the most difficult and stressful parts of their job. De-escalation training provides skills, knowledge, and techniques for dealing with individuals who are agitated and/or angry, resulting in the ability to influence a reduction in the display of anger from another person through the use of a combination of communication and non-verbal techniques. Whether the challenging people you deal with are: -customers, -clients, -residents, -members of the public, -co-workers or staff This session will provide critical skills for: -navigating sensitive and emotionally charged conversations, -helping angry/agitated people to calm down, -resolving issues whenever possible, -recognizing the signs when de-escalation won't work and when there may be the possibility of violence, -knowing how to proceed when de-escalation won't work. Some of the key learning points include: -Understanding anger and its most common sources, -Strategies for remaining calm in the face of intense negative emotions, -Techniques for taking charge of the conversation and for calming angry/agitated people down, -Techniques for problem-solving whenever that is the appropriate response, -How to tell when the situation is serious and poses a threat, -The proper way to handle a potentially threatening situation, -Strategies for handling the stress, distress, or trauma from intense interactions. WEBINAR LOGIN: Please ensure that the e-mail address in your profile is up to date. Login details will be emailed to you 24 hours prior to the webinar. CONTINUING EDUCATION CREDITS: N/A for Newfoundland & Labrador. If you require continuing education credits to renew your license in other provinces, please check with your provincial licensing authority. CANCELLATION POLICY: Participant substitutions are accepted up to 24 hours prior to the webinar. The Insurance Institute of Newfoundland & Labrador (IINL) reserves the right to cancel the webinar in the event of unforeseen circumstances. CONTACT FOR QUESTIONS: E-mail: iinlmail@insuranceinstitute.ca or lbenoit@insuranceinstitute.ca