Responding to Aggressive Behaviour (Lone Working in the Community or Office)

Kingswood Civic Centre, High Street, Kingswood
Event Tutors
Penny McLellan
Admin Contact
HR Workforce Development (
Target Audience
All Internal Staff / External Care Providers / Manager / Social Care Staff / Voluntary Sector Workers
target audience
Event Types
Course (daytime)
Course categories
Adult Social Care / Health and Safety / Personal Effectiveness
Adult Social Care subcategories
General Adult Social Care
Health and Safety subcategories
General Health, Safety and Wellbeing
Personal Effectiveness subcategories
Working with Others
Event description
PLEASE NOTE: If you have already attended 'Understanding & Responding to Anger & Aggression' you do not need to attend this one.

This one day course is designed for staff and volunteers who provide a service to children and/or adults in the community where they may be working alone; in the service users own home or in office based situations, engaging with people face-to-face or on the telephone. Staff who work alone in the community and in service users own homes can be subject to angry and aggressive behaviour from their service users. Staff working in offices and One Stop Shops are required to respond to members of the public on the phone or face-to-face. It is not unusual for customers to be upset and angry when they make contact with the council. Employers have a responsibility to put systems in place to support safe working practices; training in this area is an important part of the strategy. This course focuses on how to respond calmly and communicate effectively with people in an angry or aggressive state, to maintain the safety and dignity of both the member of staff and the customer/ service user/member of the public.

The standard charge for this course is £80 per day. Please refer to our Course Charges on the Home page for information on discounts and exemptions.

Learning outcomes
By the end of the course delegates should have;
- Increased their knowledge of the law and council policy and their own rights and responsibilities within this.
- Developed a deeper understanding of why anger and aggressive behaviour occurs, and of factors which influence behaviour.
- Considered positive techniques for managing conflict.
- Explored the impact of their own behaviour and how this can help or hinder successful outcomes.
- Identified processes to be followed and sources of support for staff and service users following an incident.
This course does not provide guidance about breakaway techniques or physical intervention.
Start Date
Monday 15 November 2021
End Date
Monday 15 November 2021
Closing Date
Sunday 14 November 2021
09:30 - 16:30
Maximum Places
Number of Sessions
Certificate expiry
Pass/Fail event