This course has been designed for workers in either the public, private or voluntary sector who deal with the public and are confronted by difficult or aggressive people.  This course discusses the different reasons and triggers why people become difficult and aggressive and examines the candidates own feelings in those situations.  It will provide guidance and responsibilities on legislation such as health, safety and criminal law for both employers and employees.  The communication process is explained and its importance in preventing and managing difficult people and conflict.  Customer care in managing expectations and how poor customer care can cause conflict situations.  Good practical guidance will be given to provide candidates with the confidence and ability to deal with the difficult situations.  The final element is reflecting upon conflict situations and providing support.