Managing aggressive and confrontational behaviour at workplace

This practical, down-to-earth course is for anyone who may face verbal or physical aggression at work, whether face to face or over the phone, or online. Practical techniques to enable participants to keep themselves, their colleagues and clients safe.

Who the course is for
For anyone who faces or may face verbal or physical aggression at work, whether face to face, over the phone, or online.

Course date: Thursday 22/04/2021
Start time: 10.00
End time: 12.30


Course content

  • Reasons for aggression

  • Early warning signs

  • Techniques to defuse aggression

  • Relevant policies

Participants work through different scenarios, to defuse aggressive behaviour by using body language, words and phrases that de-escalate the situation.

Learning outcomes:

In the face of aggressive behaviour, participants will be able to:
  • Recognise different types of aggressive/confrontational behaviour and their effects

  • Defuse aggressive behaviour by following a proven de-escalation model, either face to face or remotely, using appropriate skill

  • Remain calm and make rational decisions through effective communication

About the trainers:

Jon Clarke and Mark Sutton have extensive experience in a variety of operational and training roles in careers spanning over 30 years in the Metropolitan Police Service and beyond. For the last 8 years they have successfully delivered their Lone Worker , Managing Aggressive Behaviour and other courses to a number of third sector organisations in Herts and Bucks.


£15 VCS – CVS members
£35 VCS - non members

Booking contact:


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