Managing aggressive and confrontational behaviour

Who the course is for
This practical down-to-earth course is for anyone who faces the possibility of verbal or physical aggression at work. It aims to enable participants to keep themselves, their colleagues and clients safe from physical violence.

What previous delegates have said:
"Very worthwhile. Sometimes you get caught off guard by an unexpected occurrence. This course enables you to consider your behaviour and reactions in advance of the incident."
"The training was a really concise and insightful way into looking at specific methods of how to reduce challenging situations quickly. I now am able to diffuse a situation when faced with one, by the steps I learnt on this course."
"It was great training - clear, concise and engaging."

Course date: 04/02/2020
Start time: 10.00
End time: 13.00
Venue: Focolare Centre, 69 Parkway, Welwyn Garden City , AL8 6JG

Course content

the reasons for aggression

the early warning signs

techniques to defuse aggression

what to do before, during and after an incident

Participants work through different scenarios, individually and with colleagues, to defuse aggressive behaviour by using body language, words and phrases that de-escalate the situation.

Learning outcomes:

In the face of aggressive behaviour, participants will be able to:
Remain calm and make rational decisions

Recognise different types of challenging behaviour and their effects

Defuse aggressive behaviour by: following a 6-step de-escalation model and using appropriate verbal and body language skills

Take steps after the incident to reduce the likelihood of future incidents

About the trainers:

Jon and Mark have extensive experience in a variety of operational and training roles and careers spanning over 30 years in the Metropolitan Police Service. For the last 6 years they have successfully delivered their Lone Worker and other courses to a large number of third sector organisations.

For more information visit http://www.hertscf.org.uk/hcft-course-managing-aggressive-and-confrontational-behaviour-04022020