In frontline roles, moments of conflict or aggression can arise without warning. How you respond in those critical moments can determine whether the situation escalates or is safely resolved.

This practical, one-day course will equip you the skills, techniques, and confidence to manage difficult and aggressive behaviour – calmly, professionally, and effectively. You’ll learn how to stay in control of your own reactions, defuse challenging situations, and build the trust and connection needed to calm others, even in high-pressure moments.