MANAGING AGGRESSIVE
PEOPLE
OVERVIEW
Duration: 1 day.
CPD points (8 hrs) for all professionals.
Dealing with aggressive or confrontational behaviour requires skill, confidence and acting calmly under pressure. This practical course equips participants with the knowledge and techniques to recognise early warning signs, manage personal safety and de-escalate situations effectively.
Through interactive exercises and real-world scenarios, delegates will learn to use verbal and non-verbal strategies, set clear boundaries and apply assertive communication without escalating conflict. The course also encourages reflection to build confidence and improve responses in future incidents, ensuring safety and professionalism at all times.
LEARNING OBJECTIVES
By the end of this course, delegates will be able to:
1. Identify early warning signs of aggression and understand triggers.
2. Stay calm and in control, using techniques to manage personal safety.
3. Use verbal and non-verbal de-escalation techniques to reduce aggression.
4. Set clear boundaries and use assertive language without escalating the situation.
5. Follow organisational procedures for escalation and safety when necessary.
6. Reflect on incidents to improve confidence and future responses.
ORGANISATIONAL BENEFITS
Performance outcomes include:
1. Enhanced workplace safety by equipping staff to recognise and manage aggressive behaviour.
2. Reduced risk of incidents escalating, protecting employees, clients/patients and the organisation.
3. Increased staff confidence and resilience in handling challenging situations.
4. Consistent and professional approach to managing aggression across the organisation.
5. Improved customer and client interactions through effective de-escalation techniques.
6. Lower staff turnover and absenteeism by creating a safer, more supportive working environment.
7. Strengthened compliance with organisational policies and legal obligations regarding workplace safety.
WHO SHOULD ATTEND
This course is ideal for front-line staff, security personnel, healthcare workers, customer service teams and anyone who may encounter aggressive or confrontational behaviour in their role.
It is particularly beneficial for professionals who need to maintain personal safety, manage conflict effectively and respond confidently to challenging situations while upholding organisational standards.
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