This session is designed for anyone who works in a person-facing environment, across all sectors. It covers how to recognise, react to and deal with difficult behaviour.

Who is this session for?

This session is designed for anyone who works in a person-facing environment.

This could be in any sector – from retail and customer service, to schools, community settings, hospitality, customer service, prisons and more.

What is the session aim?

The aim is to explore what is meant by challenging behaviour, the potential triggers, how it may present, and how people can react positively and be proactive.

How will this session be delivered?

This two-hour session will be delivered via MS Teams.

What will I learn?

By the end of the session, learners should be able to understand:

• why someone may present in a challenging way
• how they can react and deal with the person
• what their responsibility is in any given scenario.

Who will deliver this session? 

This will be delivered by members of our Training and Development team, who have many years of frontline experience in people-facing roles.