This session is ideal for professionals who may be interacting with clients or other staff who are upset, angry or at times abusive. The session seeks to explore strategies which will help staff address challenging behaviours both assertively and empathically. Learn: Cues that Signal Beginnings of Conflict and How to Respond/Diffuse; Responding vs. Reacting to Challenging/Aggressive Behaviour; When anger turns to abuse; Model of Gentle Refusal: Setting limits assertively and empathically This program is presented by Jennifer Montague from The Ottawa Distress Centre