An intensive one day session to prevent, manage, and diffuse aggressive behavior by recognizing gestures, postures, and facial expressions. During this class you will learn the stages of conflict and management techniques. Learn what "personal space" is, when assault is imminent and what to do. The use of simple interactive exercises enables the student to retain the knowledge and skills taught in the classroom setting.

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Course Outline

Introduction
- What is Management of Aggressive Behavior (MOAB)?
- MOAB Objectives
 

Statistics
- Violence in Society, Healthcare Facilities, Law Enforcement and Security

Strategies for Preventing and Diffusing Aggressive Behavior

• Behavior and Intervention

• Mental Conditioning

  • 1. Purpose

  • 2. Conflict

  • 3. Exercise

• Plan, Identify and Act

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• Methods and Communication

  • Non-Verbal Communication

  • Personal Space

  • The Reactionary Distance

  • Eye Communications

  • Gestures, Postures and Facial Expressions

  • Signals to look for and understand

 

• Stages of Conflict & Management

  • 1. Conflict

  • 2. Stage I: Anxiety

    • a. Recognizing Anxiety

    • b. Anxiety Triggers

    • c. Managing the Individual’s Anxiety

    • d. Listening

    • e. Five Levels of Listening

    • f. Empathetic Listening

    • g. Supportive Verbal Communications

    • h. Supportive Verbal Communication Skills

    • i. Understanding Fear & Panic

    • j. Fear and Panic Create Dysfunction

    • k. Mind and Body Stress Feedback Loop

    • l. How to break the Stress Feedback Loop

  • 3. Stage II: Verbal Aggression

    • a. Recognizing Verbal Aggression

    • b. Managing Verbal Aggression

  • 4. Stage III: Physical Aggression

    • a. Recognizing Physical Aggression

    • b. Managing Physical Aggression

    • c. Cornering

      • i. Three Options

      • ii. Five Common Mistakes

    • d. Diversions

      • i. Diversions that can be used

      • ii. Regaining Control

      • iii. Redirect Activity

      • iv. Approaching

    • e. Multiple Individuals

      • i. Positioning

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Review

• Mental Conditioning

• Non-Verbal Communications

• Stage I – Anxiety

• Stage II – Verbal Aggression

• Stage III – Physical Aggression

• Signals of Regaining Control

• Cornering

• Multiple Individuals

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​​​Testing and Evaluation

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