Our training focusses on verbal and non-verbal approaches to managing aggression which may be successful prior to the need to use any physical intervention or exit strategy and includes approaches to customer service, recognition of warning signs, de-escalation models and cultural awareness.



Managing Aggression and Conflict

(Practitioner Course - 1 Day)

Learning Outcomes

This training course is suitable for front-line staff who in regular contact with members of the public and service users who may become frustrated, upset or aggressive.


✔ Understand and use a stress-based model of understanding aggression and challenging behaviours.


✔ Ideas and Techniques which will enable staff to reduce the triggers for aggression in their workplace, in line with best practice.


✔ Tactics and Strategies which will assist staff in protecting themselves and safeguard their clients and customers


For a full set of detailed learning outcomes for this course, please download the following PDF document.


Managing Aggression and Conflict.pdf










Our courses are always tailored to the environment in which they are delivered, using national-level guidance and legal standards.


This course is often taught in addition to:


2-Day Care and Control


1-Day Breakaway and Disengagement

Did you know?

Aggression is a symptom of Acute Stress


"Stress is a process whereby environmental demands evoke an appraisal process in which perceived demand exceeds resources, and that results in undesirable physiological, psychological, behavioural or social outcomes."

Salas, Driskell and Hughes, 1996



What staff say:


"Really interesting, helped me realise how I can sometimes give off the wrong signals and unknowingly escalate the situation.  Some useful tips, raised my awareness of personal safety."

  1. -Senior Care Worker


"I have learned to empathise more with what the client may be feeling, therefore how a situation or incident can be defused or resolved.  Very fun, informative training day."

  1. -Social Worker


"An excellent training day, useful and practical, and very well delivered by the speaker. Thanks for an enjoyable experience."

- Customer Service Officer

  1. ✓Professional Training

  2. ✓Legal Issues Covered

  3. ✓Risks Reduced

  4. ✓Staff Protected

  5. ✓Safeguards clients

  6. ✓Complies with Regulation

  7. ✓Value for Money

Call our team now on


0844 812 9795     

or    

   Enquire by E-mail


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