De-escalation of Hostile and Challenging Behaviour - CPD Accredited

Experiencing hostile or challenging behaviour in the workplace can be testing and demanding. Risk of assault (verbally or physically) is distressing and should be avoided where possible. Dynamic risk assessment, team working, safe positioning and effective communication can all assist when reducing risk.

Understanding conflict and the stages of crisis will help you to understand the behaviours displayed and the underlying emotions attached to them. You need to understand your own behaviour and reactions when stressed, frustrated or angry as well as those of the people who you come into contact with.

Understanding yourself and others means that when confronted with hostile or challenging behaviour, you will be better equipped to maintain self-control and deal with the situation objectively and calmly.

Having an understanding of the stages of crisis, behavioural indicators and corresponding strategies will help you to de-escalate the situation. When this is not possible, exit strategies need to be in place. These key elements are extremely important if you work in an environment that can potentially put you at risk.

Course modules

Module 1 - An introduction to the stages of crisis.

Module 2 - Dynamic risk assessment and decision making.

Module 3 - Defusing tension with effective communication.

Module 4 - Understanding body language.

Module 5 - Responding to escalating behaviour.

Module 6 - Crisis and post-crisis recovery.

CPD Certificate

Digital certificate - Included

Experiencing hostile or challenging behaviour in the workplace can be testing and demanding. Risk of assault (verbally or physically) is distressing and should be avoided where possible. Dynamic risk assessment, team working, safe positioning and effective communication can all assist when reducing risk.

Understanding conflict and the stages of crisis will help you to understand the behaviours displayed and the underlying emotions attached to them. You need to understand your own behaviour and reactions when stressed, frustrated or angry as well as those of the people who you come into contact with.

Understanding yourself and others means that when confronted with hostile or challenging behaviour, you will be better equipped to maintain self-control and deal with the situation objectively and calmly.

Having an understanding of the stages of crisis, behavioural indicators and corresponding strategies will help you to de-escalate the situation. When this is not possible, exit strategies need to be in place. These key elements are extremely important if you work in an environment that can potentially put you at risk.

Course modules

Module 1 - An introduction to the stages of crisis.

Module 2 - Dynamic risk assessment and decision making.

Module 3 - Defusing tension with effective communication.

Module 4 - Understanding body language.

Module 5 - Responding to escalating behaviour.

Module 6 - Crisis and post-crisis recovery.

This course is for anyone who would like a better understanding of how to respond to people who may become hostile or challenging. This can include customer services, social housing staff, care workers and reception staff.

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