This course has been designed to help front-line staff and their managers to tackle difficult and potentially violent situations in the workplace. It is particularly useful for anyone dealing face to face with the public and who are required to confront conflict head on.

As well as heightening awareness of personal safety, this course introduces some of the basic elements of breakaway skills.

The course will cover key issues involved with coping with violent and aggressive behaviour, and include the following:

• How to carry out a Risk Assessment

• Avoidance techniques

• What is reasonable force?

• Communication and personal impact

• How violence can escalate

• Break away techniques

The course also covers planning and organisation, with particular relevance to the legal duties of employers.

At the conclusion of the course delegates will have a better understanding of the causes of violent and aggressive behaviour. They will be able to identify indicators of violence and master techniques to cope with, and even avoid, extreme situations.

All our trainers for this course hold the City and Guilds level 3 certificate in conflict management training.