Practical techniques to keep yourself, your colleagues and your clients safe

This online course is for anyone who may face verbal or physical aggression at work, whether face to face or over the phone, or online.

Course fees: £15 for VCSE (Voluntary, Community and Social Enterprise) organisations in Hertfordshire, or £35 for non-VCSE organisations with charitable aims in Hertfordshire.

If you require an invoice for your booking, please contact [email protected] prior to booking.

  • Learn how to identify early warning signs and reasons for aggression

  • Learn the techniques to defuse aggression

  • Learn about the relevant policies

Learning outcomes

By the end of the this course you will be able to:

  • Recognise different types of aggressive and confrontational behaviour and their effects

  • Defuse aggressive behaviour by following a proven de-escalation model, either face to face or remotely, using appropriate skill

  • Remain calm and make rational decisions through effective communication

About the trainer

Jon Clarke

Jon is a qualified teacher with a PGCE and has run courses in many countries, but does most of his training in Herts and Bucks. He has run Training Together since 2012 and has taught soft skills to thousands of staff and volunteers in the public and voluntary sectors. Until recently, he was Chair of his Parish Council, and was the safeguarding governor for his local school. From 1981 to 2011 he was a police officer in London with a focus on neighbourhoods, communities, and mental health.

Cancellation terms

If you are unable to attend this course please contact [email protected] with at least 48 hours’ notice to cancel your place. HCF Training & Development reserves the right to keep the course fee and issue an additional fee in the case of non-attendance of this course without proper notice. Within the 48 hour notice period your course place may be transferred to another eligible individual from your organisation, but not transferred to another course.

Suggested follow on course: