Publisher's Synopsis
This manual is intended to help staff to maximize their safety through increased understanding of the reasons why violence and aggression occur in work scenarios. It equips staff with a range of effective responses that include: techniques in assertiveness training; problem-solving processes to de-escalate confrontations; and guidance on how to develop a small number of elementary self-defence skills - called "breakaway" - for use in situations where physical safety is actually threatened. The text is also aimed at helping managers and policy-makers break the cycle of ineffective response to aggression and violence by creating the opportunity to identify the skills needed to manage a work culture that de-escalates violence effectively.
