This course will give the participants the opportunity to identify what
is acceptable and unacceptable behaviour within North Yorkshire
Libraries. It will allow the delegates to develop their skills to deal
with difficult or aggressive behaviour. Delegates will have the
opportunity to examine the phases of aggressive behaviour and develop an
approach to remain in control. They will be able to identify triggers
which may provoke an incident; understand the tactics for dealing with
the situation and methods to deal with the aftermath.