Facilitator: Nicki Casseres & Alison Pais (CTI)

Staff and supervisors are increasingly intervening with people who are angry, hostile, aggressive and violent. This intensive two-day training program will provide you with the knowledge, self-awareness, and skills to verbally defuse hostility and aggression, work more effectively as a team, and manage the stress often experienced through such encounters. This workshop will help you to: understand the dynamics of anger and hostility; manage and defuse yourself through a journey of self-exploration of early learning about anger and hostility and personal value conflicts; effective verbal/non-verbal skills for de-escalating anger, hostility and resistance; a holistic approach to utilizing the “individual in crisis” to guide the intervention and de-escalation process; and understand the impact, causes and symptoms of compassion fatigue and traumatic stress. A certificate of participation will be issued upon successful completion of the two-day course.

Learning Objectives:

• To explore the dynamics of anger and hostility.
• To increase the self-awareness and interpersonal awareness of anger and crisis with participants.
• To develop effective verbal and non-verbal approaches for responding to anger, hostility and resistance.
• To identify and explore challenging crisis situations of participants and to provide actual simulation opportunities for intervention.