Dealing with Aggression at Work

Conflict Management and De-escalation Training

It’s never nice being involved in situations of confrontation or conflict, but depending on what role you undertake at work sometimes it’s inevitable. Whether you’re dealing directly with a member of the public, an angry and potentially violent customer or a person who is posing a physical threat to you, this course helps you understand how to deal with these situations and allow you to stay safe, de-escalate the situation and take control and where necessary use physical force.

Course Length: 1 eight hour day to include lunch and refreshment breaks
Venue: On site at client’s premises
Number of Delegates: Maximum of 12
Cost: Circa £850 to include all materials and associated expenses (not VAT registered). NB. this is a price for delivery of the course with up to 12 delegates, NOT a per delegate price.

Course Aims

  1. To increase the personal safety of staff who deal directly with the public and as such may encounter situations of conflict.
  2. To prevent or de-escalate conflict situations in order to reduce the risk of stress and injury to staff and customers.
  3. To limit the likelihood of litigation caused by any unnecessary use of physical force.

Course Outcomes

  1. Explain the purpose of a Conflict Management Model
  2. Describe the five stages of the Conflict Management Model
  3. Appreciate the relevant areas of legislation that cover the use of physical force
  4. Understand what Tactical Communication and Observational Skills are
  5. Understand the two different types of communication
  6. Give examples of the different warning and danger signs
  7. Give examples of impact factors
  8. Explain 4 examples of communication models that can assist in conflict resolution

This course can also be offered by Lakes Training Solutions Ltd as a formal Level 2 qualification in Conflict Management through the National Awarding Body (NAB) Ascentis and authorised by the Qualifications and Curriculum Authority (QCA).

Get in touch about this course