Managing Difficult Behaviours

This course provides vital training for managing aggressive behaviours in a general practice setting, with a focus on maintaining both physical and psychological safety for receptionists.
Participants will explore the common triggers of anger and frustration in a health service environment, learn effective techniques to assist and de-escalate emotions, and develop strategies to ensure personal safety and self-care following a stressful event.

By the end of this course, participants will be able to:

• Learn self-care practices to manage personal wellbeing after experiencing a stressful event.
• Understand the importance of physical and psychological safety in a reception role.
• Identify the factors that lead to anger and frustration in a health service setting.
• Develop skills to assist patients and de-escalate heightened emotions effectively.
• Implement strategies to ensure physical safety during interactions with aggressive individuals.