Managing Aggression in the Workplace

Key Information:  
Dates: Please contact us
Venue: North London Business Park or purchasing organisation's own venue
Duration: Full day

Target Audience

This course is suitable for all staff working within care and support services.

 

Aims

This course aims to ensure you have the confidence and tools to manage and de-escalate violent and aggressive incidents at work.

 

Learning Outcomes

By the end of the course you wil be able to explain the cost of violence at work, the causes of violence and aggression and the likely victim reactions.  You will also explore your own tolerance and hazard acceptance levels and know how this impacts on your reactions to conflict.  Using role play scenarios you will explore how communication impacts on conflict situations and learn appropriate ways to de-escalate violence and aggression. 

 

Course Contents

  • Statistics and cost of violence at work
  • Definitions of anger, aggression and violence
  • Causes of violence and aggression
  • Victim reactions to violence and aggression, the violence cycle, fight, flight or freeze
  • Attitude towards violence and aggression
  • Hazard acceptance, tolerance levels including tolerance graphs
  • Dynamic risk assessment, observation and awareness
  • Communication Skills
  • Responding to Violence and aggression, de-escalation