About this courseIn this course, we highlight strategies that you can use to defuse situations when clients, colleagues or community members are exhibiting strong emotions and/or difficult behaviours.The course also focuses on understanding your own particular triggers and ways to manage your own emotions when using these strategies.At the end of this course, you will be able to:explain how and why people may react both physically and emotionally to difficult situations  apply strategies to help others to manage emotionsapply effective communication skills articulate and apply conflict management strategiesdemonstrate an understanding of how to monitor your own emotions and practise self-care.Ideal forThis comprehensive self-paced course is ideal for range of workers in community organisations, social services, schools or businesses dealing with challenging clients or colleagues.