Conflict Management: How to Manage Violence and Aggression


Estimates from the 2008/2009 British Crime Survey indicated that there were approximately 305,000 threats of violence and 321,000 physical assaults by members of the public on frontline workers during the past 12 months. According to figures from the Health and Safety Executive, public sector workers are the most likely to be victims of serious violence. Other research tells us that:

  • One in four teachers have endured physical violence from a student
  • A violent attack takes place every 27 minutes in Scottish hospitals
  • Nine out of ten social workers have been abused, assaulted or threatened with violence whilst on duty
  • Violent incidents cost the NHS in excess of £100 million annually

Aim of the course

This course will enable front line workers to understand more about violent and abusive incidents, and help build and develop the existing strengths of delegates to better deal with it. This course will cover breakaway techniques and how to deal with various forms of physical and verbal abuse.


  • Understand how to take care of oneself as a front line worker
  • Explore and have an understanding of abusive, violent and aggressive behaviour
  • Identify and put into practise a variety of techniques that will de-escalate violent, aggressive and abusive behaviours
  • To demonstrate and provide opportunity to practise breakaway techniques
  • Develop assertiveness and communication skills required to manage potential abusive, violent and aggressive situations
  • To develop a kit bag of ideas and strategies to take back to the workplace

Who should attend?

This course has been specifically designed to meet the needs of all front line workers in the public sector - teachers, social workers, prison officers, police officers, NHS staff at all bands, lone workers.

The trainer

Will Davis has worked within Social Care, Education and Mental Health environments for over 18 years. After starting a career within Musical Theatre he changed direction and began facilitating theatre based workshops with adults and children with disabilities and challenging behaviours. Over the years Will has developed a style and approach that keeps you on the edge of your seat throughout the training.

Will has gained a reputation as a passionate trainer/facilitator ensuring that delegates on any training are given insight of reality to enable them to 'think, feel and do'. Creating a positive learning experience that gives real value to individuals and in turn adding value to services and their users is at the core of Will's training.

This course is available on an in-house basis, all over the UK. Please contact Rosalind Bayliss on 0330 100 0809 to discuss the requirements of your organisation.