Where
Area Agency on Aging2131 Park Avenue West
Hawkins Corner, Suite 300
Ontario, OH 44906
Driving Directions
Verbal De-Escalation of Aggressive Clients
Description
Yelling, threatening, swearing and pacing; these are the telltale signs that your customer is so upset that they may try to harm you. Calming aggressive customers and preventing the situation from escalating is something that is within your control. This seminar will present both organizational and individual strategies that can be implemented in social service settings to curtail violent episodes and successfully defuse aggressive customers. The Violence Cycle, when and how to interrupt it, will be discussed. Come prepared to tell your own "war stories" and increase the skills and knowledge you need to keep yourself and others safe at work.
Training Objectives
- Understand the violence cycle and how to interrupt it.
- Know the strategies that will make you effective in talking down an agitated customer while keeping yourself safe.
- Be aware of the image you are projecting to the aggressive person and how to modify your stance, expression and voice tone to be non-threatening and calming in an escalating situation.
Presenter: Rita Rizzo MSc
Rita is the principle of Rizzo & Associates LLC, a management consulting and training firm operating since 1984. She has 33 years of experience designing, developing, and facilitating training and strategic planning for public and private sector managers. About 85% of her work has occurred in federal, state, and local government sectors. Rita is dynamic, entertaining, and experienced, and she receives consistently high evaluations for every presentation.
Views and written materials presented during this seminar are those of the individual presenter and do not necessarily represent the official views and/or opinions of the Ohio District 5 Area Agency on Aging, Inc.