To offer front line staff – eg Receptionists – skills training to enable confident and effective handling of challenging situations involving anger, aggression and threatening behaviour.


  • Understanding strong emotional responses and triggers of anger & aggression
  • Approach models: Applying conflict management strategies in confrontational situations
  • Assessing risk factors, and noticing warning & danger signs
  • Verbal & non-verbal communication tools and de-escalation techniques
  • Personal safety, setting boundaries and connecting to help
  • Reflection and resilience

There is half an hour planned in the session for lunch