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.

Within a Psychologically Informed Environment (PIE), these moments are understood not simply as ‘challenging behaviour’, but as a communication that may be rooted in past experiences, trauma, stress, or unmet needs.

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.  A PIE approach encourages reflection, empathy, and awareness of how our words, actions, and the surrounding environment can either heighten distress or promote safety and reassurance.

The course will also explore the potential causes of aggression and help you to recognise early warning signs.  Most importantly you’ll learn how to apply proven de-escalation strategies in a way that promotes safety and emotional wellbeing for both yourself and those around you.

This course will support you to:

• Understand why people become angry or display challenging behaviour
• Recognise how complex needs (substance misuse, trauma, mental health) can influence behaviour
• Identify personal triggers, and help others to spot theirs
• Recognise how communication skills can impact on clients’ behaviour (verbal and non-verbal)
• Apply effective de-escalation techniques to prevent escalation
• Assess risks quickly to maintain safety for everyone involved
• Debrief constructively after an incident

Who should attend?

Suitable for all frontline staff who may encounter aggression or potential violence in their work.

Level:  

Introductory

Duration: 

This one-day course will be delivered on 19 November 2026.  Please note, this online course will not be recorded.

I found the whole course really useful and informative. The scientific information helped to backup the practical steps we could take if faced with a difficult situation.

 

In-house

This course is also available in-house, and prices start from £880 for up to 16 people. This can be a cost-effective way of training staff and can be tailored to best meet the needs of your organisation.

For more information see In-house Training

Please contact the Learning & Development Team for further assistance at [email protected] or telephone  01273 645420