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Conflict & Aggression - Managing & Responding (Half Day)
Duration Half Day
Course Overview
Professionals across all public-facing and commercial sectors require structured training in de-escalation and risk management to remain safe, confident, and effective when handling confrontational behaviour (Health and Safety Executive, 2025/2026 Annual Statistics).
This course provides practical strategies to identify early behavioural triggers, safely defuse escalating tension, and respond to workplace conflict, while exploring the underlying psychological causes of aggression. Grounded in universal de-escalation models, the session examines how heightened stress, communication barriers, and diverse public demands can drive challenging behaviour. Whether managing a face-to-face customer incident or overseeing team safety protocols, delegates will focus on dynamic risk assessment, lone-working safety, operational boundaries and robust incident reporting procedures.
Learning Outcomes
By the end of this course, delegates will be confident to: Define the differences between healthy disagreement, conflict, and workplace aggression Recognise early behavioural triggers and environmental signs of escalation Understand how diverse public needs impact customer behaviour Utilise verbal and non-verbal communication techniques to safely de-escalate heated situations Apply relevant health and safety legislation to personal safety and dynamic risk assessment Implement best practice safety procedures
Methods of Delivery
This half-day session is highly engaging and interactive. Delivery includes visual presentations, facilitated group discussions, real-world public-facing scenarios, interactive quizzes, and practical skills-based exercises.
- Course Content
- Audience
- Training Considerations
- Certification
- Related Courses
Course Content
- Workplace conflict, aggression, and acceptable boundaries
- The Cycle of Aggression and emotional triggers
- De-escalation toolkits
- Knowing when to engage, when to seek backup, and when to withdraw
- Duty of care, reasonable force, and personal safety
- Reporting, logging incidents, and personal wellbeing/debriefing
Target Audience
This course is essential for any professional, team member, or manager who interacts with members of the public or oversees staff in public-facing environments. It is highly relevant for all public-facing professionals, managers, supervisors, and team leaders.
Training Considerations
There are no pre-training requirements for this course.
Certification
Upon completion of the course, the delegates will receive a certificate of attendance.
Related Courses
Personal Safety & Lone Working (PIE Informed)
Psychologically Informed Environments (PIE)
Trauma-Informed Practice
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