Managing Conflict Aggression and Violence

This course is aimed at staff working with the general public; to give them a true understanding of the risk and likelihood of conflict, aggression or violence occurring in the workplace and giving those same staff both theoretical knowledge and practical ways in which to manage it as safely as possible.

This course will be tailor made to sector specific work areas but will include as a MINIMUM:

1. The definition of workplace violence as given by the Health & Safety Executive.
2. Health & Safety Law, Duties, Rights & Responsibilities
3. The way in which an organisation's policies/practice around welcoming clients can have positive or negative effect on clients behaviour.
4. Review of active listening skills: Theoretical & practical examination of defusion techniques. Includes a review of rapport enhancing skills from models of neuro linguistic programming.
5. An exploration of Glynnis M Breakwell's Model of Aggression and the various levels of arousal that it brings.
6. Stress Reactions to threat. (Immediate)
7. Stress Reactions to threat (Long Term)
8. The physiological signs of agitation, aggression & violence.
9. The workings of English Law in relation to Self Defence.
10. Commo Sense Personal Safety Awareness Avice/Techniques.
11. Physical Defense/Self Protection Techniques.
12. Dynamic pressurised training scenarios.
13. Edged Weapon Awareness Training
14. An exploration of the impact factors to violence including issues of substance/alcohol misuse & mental distress/illness.
15. Post incident support & de-brief procedures.


Course participants as a minimum will  hope to gain:

•     Increased confidence in dealing with agitated / aggressive  people.
•     Skills to de-escalate situations earlier before they reach crisis point.
•     An understanding of the effects of stress on their own body.
•     A practical understanding of the law as it relates to self protection.
•     An understanding of their own ability/inability to defuse situations.
•     Greater insight into personal safety and the ways in which they can improve it.
•     Physical techniques to avoid assault and breakaway techniques to get away from assailant.
•     An understanding of the need for effective incident & near miss incident reporting

Should the purchasing organisation wish to set a bench mark testing process for knowledge gained then this can also be facilitated through Just ONE Recruitment & Training Ltd.  Triple action personal panic alarms, which emit sound, noxious smells and ultra violent tracers can be purchased for all course participants at a discounted price of £9.50 + vat per delegate. These alarms when issued by organisations often leave their staff feeling valued as it as a tangible asset to staff, it can also aid an organisations evidence of dynamic risk management.

The trainers will issue a signed certificate of attendance & participation on the course for all participants on the course. Annual refreshers are required.

This course benefits virtually all customer facing staff from housing officers to doctors, from shop assistants to post office clerks.  Violence within public sector services is a major problem and destroys lives. Good training can help people to become safer.