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TRAINING: Coping at the Sharp End

Coping at the Sharp End is a powerful one-day course that teaches delegates how to increase personal resilience and maintain resourcefulness when facing challenging situations including personal overload, difficult interactions and the on-going demands of their job.

By the end of the course, delegates develop a full and deep understanding of how humans communicate and behave, even when under duress. This knowledge enables them to access their own personal power and innate ability to change the possible outcomes of any situation.

Who is the course for?

Coping at the Sharp End has a long pedigree and is perfect for managers and staff who have to deal with situations that arise when fulfilling their duty; whether helping, serving, enforcing or otherwise liaising with colleagues, customers and members of the public.

The training can also be integrated into a broader personal development programme.

What participants can expect

At the end of the course delegates will be able to:

  • Handle the pressure
  • Stay in control
  • Withstand provocation
  • Anticipate and prevent escalation
  • deal with aggressive behaviour, threats and intimidation

Course content includes

  • What drives human behaviour
  • The influence of successive interactions
  • Personal analysis of a past experience
  • Triggering an outburst
  • Stereotyping; personal space; language; defending territory
  • Facing aggression over the telephone
  • Keeping your cool
  • Using body language and tonality to build empathy and rapport
  • Staying out of the confrontational position
  • Handling extreme anger
  • The physical reaction after an incident and how to drop the residue
  • Coping with pressure at work
  • Specific relaxation techniques

For more information or to book