Managing
Aggressive People
According to anger management statistics, 64% of people believe society is becoming angrier, expressing growing concern about rising anger levels in communities.
Dealing with aggressive individuals in the workplace can be stressful and even dangerous.
Certification
-
This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.
Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.
Certification
This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.
Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.
Audience
Audience
- People of all experience levels and seniority who interact with aggressive customers across various communication channels; face to face, telephone, and written (email, live chat, and social media).
Learning Objectives
Learning Objectives
- Upon completing this course, learners will be able to:
- Identify aggressive behaviours, triggers, and warning signs.
- Apply de-escalation and conflict resolution techniques.
- Use verbal and non-verbal strategies to reduce aggression.
- Maintain emotional control and set professional boundaries.
- Ensure personal safety and follow legal policies.
Return on Investment
Return on Investment
- Performance outcomes include:
- Increased confidence in handling aggression.
- Reduced workplace incidents and violence.
- Improved safety for staff and customers.
- Lower stress and better conflict resolution.
- A safer, more respectful workplace culture.
Course Content
Course Content
Learning Outcomes
- Define aggression and distinguish between different types.
- Identify common triggers that lead to aggressive behaviour.
- Recognise early warning signs that an individual may become violent.
Service Methodologies
- The psychology of aggression
- Predicting violence: Signs and risk factors
Learning Outcomes
- Utilise effective verbal and non-verbal de-escalation techniques.
- Apply active listening to defuse tension.
- Maintain control over personal emotions and reactions.
Service Methodologies
- Verbal de-escalation techniques
- The power of body language and tone
Learning Outcomes
- Set clear boundaries while remaining professional.
- Use negotiation and problem-solving skills to calm aggression.
- Apply effective communication to redirect aggressive behaviour.
Service Methodologies
- Assertiveness vs. aggression
- Resolving conflicts without escalation
Learning Outcomes
- Implement strategies to ensure personal safety in high-risk situations.
- Understand company policies and legal considerations.
- Develop a personal action plan for managing aggression.
Service Methodologies
- Workplace safety and emergency procedures
Learning Formats
Classroom
Instructor-Led at one of
our Locations or Yours
Live Virtual
Instructor-Led via
Zoom or Microsoft Teams
Hybrid
Instructor-Led, combining Classroom & Live Virtual
Quick Links
Learning Solutions
Learning Solutions
Option 1
Scheduled Courses
Develop Individuals
- Length: One Day.
- Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
- Format/Location: Classroom (Covent Garden, London) or Live Virtual (via Zoom).
- Catering: Breakfast, Lunch & Refreshments by Monmouth Kitchen.
- Approach: Pre-Course Questionnaire & Learning Reinforcement Toolkit.
- Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
- Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Option 2
Tailored Training
Develop Teams
- Length: Flexible.
- Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
- Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
- Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit.
- Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
- Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Option 3
Transformation Programme
Develop Teams & Culture
- Length: Flexible.
- Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
- Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
- Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
- Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
- Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Scheduled Course Dates
Classroom & Live Virtual
Scheduled Course Dates
Classroom & Live Virtual
Classroom & Live Virtual
London – Covent Garden
20 Mercer Street
Covent Garden
London
WC2H 9HD
View map here
Live Virtual Sessions – will be Led Live by our Expert Facilitators via Zoom.
Do you have more than 3 learners?
A more cost effective solution would be our Tailored Training; this can be delivered as Live Virtual, Classroom (at your offices) or Hybrid training.
Call us on 0800 121 4660 or complete the enquiry form to discuss.
Testimonials & Reviews
Testimonials & Reviews
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Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.
Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.
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