This practical, interactive course equips participants with the knowledge and skills to recognise, prevent, and safely manage incidents of aggression and violence in the workplace.
The training focuses on communication, de-escalation strategies, legal responsibilities, and safe responses, helping to create a safer work environment for staff and service users.
COURSE CONTENT & OBJECTIVES
By the end of this course, participants will be able to:
• Understand the causes and triggers of aggression and violence in the workplace.
• Recognise early warning signs of escalating behaviour.
• Apply effective communication and de-escalation techniques.
• Manage challenging situations while maintaining personal safety.
• Understand legal responsibilities and organisational policies.
• Know when and how to seek assistance or escalate issues.
• Record, report and follow up incidents in line with workplace procedures.
• Promote a culture of respect and conflict prevention.
COURSE FORMAT
The training is interactive and participative, using:
• Tutor-led presentations and discussions.
• Case studies and role-play scenarios.
• Group workshops focusing on de-escalation strategies.
• Practical exercises in safe responses.
ASSESSMENTS
Participants will be assessed through:
• Observation of participation in role-play and scenario-based exercises.
• Short written test at the end of the session.
WHO SHOULD ATTEND
• Employees working in roles with direct interaction with the public, clients, or service users.
• Staff in healthcare, housing, retail, transport, education, and customer service sectors.
• Any employee required to deal with difficult or potentially aggressive situations at work.
