DAY ONE
Introduction- This
section covers a variety of subjects that participants need to understand before starting
the training portion of the program.
Facts about Workplace Aggression
Dimension of the Problem
Nature of Workplace Aggression
Principal Causes of Aggression in the Workplace
Why Workplace Aggression can be Managed
Steps in Managing Workplace Aggression
The Arts of Aggression
Management®
The Art of Being Prepared™- This is a critical
step in the process of Aggression Management®. The chain of
events that can lead to an explosive and violent incident is traced, and the individual
triggers are identified. This will permit participants to recognize the sources and early
signs of impending aggression so that they can defuse the situation at an early stage.
Participants are introduced to the most common personality traits in potentially
troublesome individuals and how they manifest themselves in the work environment. The
elements of a plan and the tools at your disposal are reviewed, and your best weapon is
identified.
Formulating a Plan
What's in Your Tool Box
Your Best Weapon
The Aggression Continuum™
- understanding the Triggers
Identifying personality traits of potentially troublesome people
Taking Responsibility
Documentation needs
The Art of Persuasion™- Workshop participants learn about both verbal and non-verbal
communications and how to interpret the aggressor's messages. The skills needed to
communicate effectively in order to defuse potentially explosive situations are taught.
Fundamental: Suggestion, Impressment, Controlling the Options
How Aggression Changes the Communication Process
How Aggression Changes the Perception Process
How Aggression Impacts the Role of Culture
Using Feedback to Read the Aggressor's Message
Pacing the Aggressor:
Trust and Establishing the Bridge
The Crux of the Matter
High Priority Values
Smoothing
Reframing
Triangling
Emotional Weighting
Paraphrasing
Dealing with Insults
The Anatomy of Verbal Aggression
Manual Pacing
The X and Y of Persuasion
The Use of Empathy
Speaking to the Aggressor
- things you don't
say
- things you can
say
- the solutions
attitude
3 steps to effective persuasion
DAY TWO
The Art of Safe Escape™- The importance of a safe environment is noted and the tools to
effect an escape-friendly workplace are described. The participants learn how to work
closely with fellow employees, designing signals and codes for immediate communications in
potentially difficult situations. Position assessment is reviewed, and the steps to
prepare for a safe escape, including exit identification, are covered.
Physical Office Setups
Codes and Signals
Assessing Your Position; using available resources
Understanding Primal Instincts
Choosing the High Ground
When the Adrenaline Rushes
Accelerated Aggression Management®
When the Aggressor Approaches
Reactionary Gap
Solo Intervention
Team Intervention
Robbery, Learning the Predator's Interview
Road Rage, Air Rage, Desk Rage: An Aggression Manager's View
Domestic Violence Spillover
Certainty, The State of Being Certain
DAY THREE
Training-the-Trainers - The Art of Being
Prepared™, The Art of Persuasion™ and The Art of Safe Escape™
Strategic Review of
Essential Elements
Simulation Exercises
Role Playing
Questions, Answers and Discussion
DAY FOUR
Training-the-Trainers - The Art of
Being Prepared™, The Art of Persuasion™ and The Art of Safe Escape™
10
minute presentation with Class Review
Simulation Exercises
Role Playing
Questions, Answers and Discussion
DAY FIVE
Training-the-Trainers
5 minute presentation from
Essential Elements
Written test
Trainers' Presentations, evaluations and discussion
Course Evaluations & Certification
Summary and Conclusion
Look at what the participants are saying... |
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