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.