Course content:

This course aims to provide drug services staff with the skills to deal with aggressive behaviour from clients, and to try and prevent this behaviour through effective communication and appropriate agency policies and procedures.

Aggressive behaviour from clients may be triggered by a range of factors including poor communication between workers and clients, displaced anger, and also by organisational policies and procedures.  This course aims to ensure that drug services staff are aware of why aggressive behaviour occurs, how to deal with it when it does occur, and how their own practice and the policies and procedures of their agency may impact negatively upon clients’ behaviour and how to address this.

Course objectives:

On completion of the course participants will be able to:

• Identify how interpersonal, physical, and environmental factors impact upon effective communication and behaviour 

• Identify possible reasons for aggressive behaviour and be able to address it

• Discuss the difference between aggression and assertiveness

• Identify how their own behaviour may be interpreted by a client

• Identify any legislation, policies and procedures that may be useful for preventing aggressive behaviour

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