Aggression / Conflict Management

Course Overview

The course aims to equip staff with skills to deal with conflict or aggression at work. The course looks at communication and behaviour as well as how legislation is used to protect employees. The use of group exercises is intended to allow delegates to address any issues they have.

Course Objectives

Develop an understanding of Law relating to the management of conflict

Assess and apply a risk assessment to all risks associated with dealing with conflict

Understand the importance of effective communication skills

Understanding the risks associated with lone working and applying principals of safe working

Identify post incident support and reporting procedures within your organisation.


Who Should Attend

Those employees considered being at risk of aggression whilst at work, for example, lone workers in the community and places where the public visit.

Course Duration

This is a 1 day course.

Course Materials

A Personal Safety booklet is issued to all attending the course.

Course Content

The following topics will be covered in this session:

Understanding Reasonable Force: Common Law

Understanding Reasonable Force: Section 3(1) of the Criminal Law Act 1967

Human Rights Act Article 2

Health and Safety at Work Legislation
Sections 2, 3, 7 and 8

Managing Health and Safety At Work
Regulations 3, 8 and 14

Self awareness

Proactive service delivery

Communication skills

Signalling non aggression

Defusing and calming

High risk conflict

Lone working protocol

Post incident support.


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