ABSTRACT
This chapter aims to equip staff with basic skills in coping with violent behaviour towards them. It identifies a range of violent behavior. The chapter describes potential triggers to violent behavior. It also describes the signs of impending violent behavior. It identifies a range of actions they could take in the event of being faced with a violent person. The chapter explains the control trilogy as a process for coping with non-physical violent behavior. It determines the most likely causes of violence in the workplace(s) of group members. The chapter distinguishes between physical and non-physical violence and explains that after lunch they will learn one method that can help in coping with non-physical violence. It introduces the control trilogy as a useful method for helping deal with non-physical violence. The chapter also determines a range of possible causes, from drunkenness and drug-taking to frustration or anger because of poor service.
