In many jobs, you could find yourself faced with customers or members of the public who become aggressive or even violent. This qualification will help you to recognize when a situation is becoming confrontational and show you how to take steps to diffuse and calm the situation.

It is appropriate for anyone who may encounter such situations in the workplace, such as those working in the security, care, transport or education sectors.

The content of this qualification is linked to the knowledge and understanding requirements of the Security Industry Authority (SIA) specifications for Security Guarding and Providing Security Services. The qualification also maps to the essential knowledge and understanding of units within the Managing Workplace Violence National Occupational Standards.

They are only 'words' I didn't realise how you could change a persons mindset so easily. It's quite scary but amazing.
Delegate
Using Neuro Linguistic Programming (NLP)