Personal Safety Training Course Outline

(Also referred to as Managing Violence and Aggression training)

Delivered At Your Venue

Nationally accredited training

This Personal Safety course is focused on how to stay safe by assessing and managing the risks associated with working with potentially dangerous or aggressive clients.

Ideal for

Those who engage with client groups who may be threatening, aggressive, or under the influence of drugs or alcohol.

Course duration

We deliver the content in a blended learning format to meet the needs of each group. We also combine different courses to meet training needs and would be pleased to hear from you to discuss your requirements.

Course benefits

After completing this course participants will be empowered to:

Understand the law in relation to managing potentially violent people
Dynamically identify, assess and manage risks
Implement different approaches to managing high-risk situations
Understand the nature of conflict and how it can escalate
Use strategies to manage angry and aggressive customers

Specialist training provider
Established 2004
Over 100,000 participants trained
Extensive customer base
Expert trainers
Bespoke blended learning solutions

Course Content

The course is tailored to the needs of participants and their role. Specific case scenarios are developed from a Needs Analysis conducted prior to the training taking place, so we can make the training as bespoke as possible.

Some of the key content includes:

Personal safety – the law

The legal position – in potentially dangerous situations what are our legal responsibilities?
Employee and employer responsibilities
Understanding reasonable force

Managing confrontation

Staying calm and in control
De-escalating conflict
Managing unpredictability (drugs, alcohol, location, dogs, etc.)

Assessing safety risks

Identifying key risk factors
Assessing risks prior to a visit
Dynamic risk assessment during a customer interaction
How to avoid compromising our safety

Abusive behaviour

Definition of abusive behaviour
When to get support
A 3-step approach to addressing abusive behaviour

High-risk situations

Stages of conflict escalation
Creating a safe zone
Using non-aggressive verbal and non-verbal communication
Exiting a situation safely

Reporting incidents

Reporting of aggressive incidents
What to include when reporting
Procedure for recording and reporting incidents

Approved Quality Centre

The Conflict Training Company is an Approved Quality Centre accredited by the Institute of Conflict Management (ICM) and operates to the ICM’s Code of Practice. The ICM is dedicated to ‘setting standards in the prevention and management of aggression and conflict’.

The Conflict Training Company Ltd is also an Approved Centre accredited by the CPD Standards Office. Your staff will earn the Continuous Professional Development points relevant to each of our courses.

The Conflict Training Company Ltd is a compliant business under GDPR & UK Data Protection Law. Click the S.H.I.E.L.D to verify our status. S.H.I.E.L.D. link: https://www.transitionlawshield.com/conflict-training-co-1081019

Engaging training

Conflict Training Company courses are highly participative workshops. Those taking part have a real opportunity to explore how they personally respond to conflict and practise their skills during individual and group exercises. We also promise some fun and lots of enthusiasm along the way.

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Our Testimonials

Here’s what our clients have to say about us:

“This is a great working partnership and I would thoroughly recommend these guys.”
Learning and Development ManagerNando’s

“The sessions were scoped beforehand with specific relevance made to scenarios that were experienced within our business. Feedback was that this delivered exactly what they wanted”
Director of PeopleDrayton Manor Park

“I would recommend this course to others, engaged my attention and maintained it all day. Trainer had excellent knowledge of the subject”
Learning and Development ManagerThe AA

“Due to the great feedback from the hospices, we are potentially looking to roll out not only to the hospices but also to our community nursing service, retail and fundraising teams”
Health and Safety ManagerMarie Curie Hospice

“Just wanted to say thank you to The Conflict Training Company for our conflict call handling training. Would definitely recommend this course and am looking forward to the next one”
Investigations Team LeaderThe Ombudsman Services

“I wouldn't hesitate to use The Conflict Training Company again and feel that my employees gained a great deal from the training days including how to react when coming face to face with guest complaints”
Training ManagerCoombe Abbey Hotel

“I can’t thank you enough for the delivery of the conflict resolution training. I will be very happy to pass on your details and recommend you as a really positive, direct and engaging training company”
Primary Care Development ManagerWigan Borough Clinical Commissioning Group

“Great training. Easy to follow. I would recommend this training to give your employees useful tips and the confidence to deescalate a conflict situation, or prevent one occurring”
Health and Safety ManagerPlaces for People – Central Property Services

“I would recommend the Conflict Training Company to anyone who has staff on the front line”
Service Delivery ManagerTaunton Deane Borough Council

The Conflict Training Company

We successfully provide Conflict Management and Personal Safety solutions to hundreds of private and public sector organisations. Please get in touch to discuss your requirements and we will do all we can to meet your training needs.

courses@conflict-training.co.uk
0800 3029262

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