Many of the employers in the Education Sector have developed and implemented a Workplace Violence Prevention Program. One of its education components is to train staff on how to deal with difficult or angry people in the workplace.

 This resource book will provide information, skills, safety tips and suggestions for people who have to deal with difficult or angry people.  Learning how to effectively diffuse a difficult or angry person is not only good for the organization, but is also a matter of personal safety. 

 WHAT IS COVERED IN THIS RESOURCE BOOK?

• Legislation

• Examples of disruptive or angry behaviour

• Self awareness of anger

• Knowing your own triggers

• Developing a personal positive attitude

• Techniques to use when dealing with a difficult or angry person

• Cycle of aggression

• Safety tips and suggestions

• Appendices