Handling Aggressive Behaviour

This course explains what work-related violence is, why people become aggressive and how to spot the early warning signs. You will learn practical de-escalation skills, when to withdraw and get help, and how to report incidents and access support afterwards. It is awareness training and does not replace practical training, your own competence or your employer's procedures.
Modules
5
Duration
About 40 minutes
Pass mark
80%
Assessment
10 questions from a bank of 17

Learning outcomes

  • ✓Explain the HSE definition of work-related violence and the duties of employers and employees.
  • ✓Recognise common triggers and the verbal and non-verbal warning signs of aggression.
  • ✓Use de-escalation techniques such as a calm voice, open posture, active listening and offering options.
  • ✓Decide when to withdraw from a situation, how to protect your personal safety and how to get help.
  • ✓Describe why physical intervention is a last resort for trained staff only.
  • ✓Report incidents correctly and know what support is available afterwards.

Course contents

  1. Module 1: Understanding Work-Related Violence

    Video (5 scenes) · 2 lessons · 2 practice questions

  2. Module 2: Triggers and Warning Signs

    Video (4 scenes) · 2 lessons · 2 practice questions

  3. Module 3: De-escalation Skills

    Video (5 scenes) · 2 lessons · 3 practice questions

  4. Module 4: Withdrawing, Getting Help and Personal Safety

    Video (4 scenes) · 2 lessons · 2 practice questions

  5. Module 5: Reporting and Post-Incident Support

    Video (4 scenes) · 2 lessons · 2 practice questions

  6. Final assessment & certificate