At your venue in London - Midlands - North - Scotland and throughout the UK and Ireland.

Managing Violence & Aggression
1-day Training Course

Printer-friendly course brochure.

Recommended for:

All employees who have to face the threat of violence or aggression from customers or service users.

Course Overview:

The course raises participants' awareness of the background and risks associated with dealing with potentially violent people. Employees learn skills to conduct a 'Dynamic Personal Risk Assessment' and to manage their own verbal and non-verbal behaviour in order to calm aggressive customers.

'Brilliant approach, 10 out of 10 - A very worthwhile day, I am so glad I came on this course.'
Lifeline Officer - London Borough of Lambeth

'Definitely recommend this course to others. It helped me to understand the importance of dealing with aggressive behaviour correctly.'
Housing Officer - United Property Services

More comments...

Course Benefits:

By the end of the course participants will be better able to:

Recognise different stages of conflict escalation
Recognise the signs leading up to an aggressive act
Undertake a 'Dynamic Personal Risk Assessment'
Better manage the risks they face
Understand how they respond to anger and aggression
Demonstrate skills they can use to calm a confrontation

Course Content:

The course can be tailored to your organisation. Key content includes:

Background to violence and aggression:

Triggers to aggressive behaviour
Understanding the mindset of an aggressive person
The legislation framework

Assessing vulnerability:

Stages of escalation
How we may inadvertently compromise our own safety
Warning signs and symptoms
'Dynamic Personal Risk Assessment'

Responding to conflict:

Our natural response to conflict
'Red Rag' words and phrases
Signalling non-aggression through body language
Acknowledging strong emotions

Managing confrontation:

Saying 'No'
Managing unpredictability (drugs, alcohol, mental illness, etc.)
Controlling 'tipping' points
Advanced listening skills
The de-escalation process - 6 steps to conflict resolution
Coping skills to manage any negative feelings post incident
Breakaway techniques

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On site training courses available in:
London, Glasgow, Manchester, Birmingham, Leed, Derby, Scotland, Nottingham, Midlands, Bristol, Wales, Swansea, Cardiff, Dublin, Belfast , Lincoln, Liverpool, Sheffield, Reading, Oxford, Cambridge, Southampton, Newcastle, Durham, Edinburgh, Warrington,
and across the UK and Ireland.

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Managing Violence & Aggression 1-day Training Course

Managing Violence & Aggression
1-day Training Course