Aggressive and Difficult Behaviours

A one-day workshop which equips participants with the skills and knowledge they need to avoid confrontational situations with difficult and aggressive clients and to use creative, effective strategies to calm a difficult and/or aggressive client when necessary.
Public course dates
Also offered in-house Information about in-house courses
Location Public Course Price
  Standard   Commercial Concessionary
30 Jan 2018 London £110.00 £120.00 £100.00
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6 Jun 2018 London £110.00 £120.00 £100.00
- +

‘(Rob was) very engaging. I anticipate (the training) being useful and feel more confident in dealing with aggressive behaviour.’

Support Worker, Maggs Day Centre - Worcester

‘Very interactive and engaging course. (Our trainer was happy to) answer individual questions.’

ASC Assistant, University of Wolverhamption Students Union

Workshop contains

  • How to spot the stages of conflict and to prevent it from escalating
  • Reasons for confrontational behaviour
  • Linking reasons to strategies that will calm an aggressive or difficult person
  • Avoiding behaviours that exacerbate a person’s difficult behaviour
  • Use of language to calm a situation
  • Advanced, creative strategies to calm difficult and aggressive people
  • Underhand manoeuvres difficult people may use and how to assertively deal with those manoeuvres.

Learning outcomes

After attending this workshop, you will be able to:

  • Define conflict, particularly three points relevant to dealing with it
  • Identify the nine stages of conflict escalation
  • Identify what circumstances and behaviours increase the risk of conflict occurring or escalating
  • Recognise at least 10 warning signs of conflict occurring or escalating
  • Describe at least five reasons why people become difficult or aggressive
  • Use at least five strategies to calm difficult situations and prevent escalation
  • Use at least three strategies to deal with situations where aggression is escalating
  • Apply knowledge and strategies through the use of case studies.

Suitable for

Housing officers, housing support workers, and new or experienced advisers who need strategies to deal with the aggressive and/or difficult behaviour exhibited by their clients.

Meet the trainer

Tracy Keane is highly qualified in the field of social care with extensive experience of management in Early years, Youth Justice, Children’s Homes, Crisis Counselling, Disability services and managing staff and teams of volunteers within the statutory, charitable and private sectors. Alongside her working life, Tracy has been a short term and respite foster carer for hard to place children and young people for many years. Tracy has set up new social care projects for different local authorities and charities and managed the funding for these to ensure their success including appropriate adult services, mentoring services and services to support young people and adults who go missing from home or care. In recent years Tracy has worked within the police service as an investigator on response teams, expanding her knowledge and experience in safeguarding and domestic violence and the criminal justice system in general. Tracy is now a freelance trainer and consultant, working with professionals in Health and Social care and enjoys sharing her knowledge and experience with other professionals.

CPD hours 0