Course Profile

Course Profile: Managing Aggression (1-3 Days)
The course aims to increase participants’ confidence in dealing with potential or actual violent or aggressive situations by equipping them with a range of techniques and strategies that can be used. This practical approach is underpinned by relevant theories that promote understanding what sits beneath the behaviour. The course also highlights essential good practice and safety issues.
The course is informed by the Challenging Behaviour Foundation, RCN, the Code of Practice, Assertiveness & Rogerian principles. It is set in the context of the Care Act (2014), supports the Social Care Commitment and will help organisations meet the CQC Fundamental Standards. The course also links with
the Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England (Skills for Care and Skills for Health, 2013)
The course provides some knowledge for
Care Certificate: 3.2, 3.4, 3.5, 6.1, 6.3a, 13.2
NHS KSF: Core 1.4, HWB7.4
QCF: HSC31, 3029, 3045, 3058
The course is designed for all workers in all settings.

Learning outcomes

By the end of the course learners should understand:

  • What is meant by conflict, aggression and violence
  • The reasons why conflict can occur in daily living and in ‘people services’
  • The difference between aggression, passivity, passive aggression and assertiveness
  • The link between anger and fear; physiology and predisposition
  • What is meant by Transference and how this can lead to challenging behaviour
  • The factors that might lead to people behaving in an aggressive way in services
  • The need for a preventative approach
  • Strategies and techniques which participants can apply in their own environment
  • Care when engaging with people who are more fragile and/or in psychologically altered states
  • The Cycle of Aggression
  • The role of the worker and team in managing violent situations including when to call for assistance
  • Body language; consistent messages; remaining present and focusing
  • Positive communication techniques that are helpful; de-escalation techniques
  • When distraction might be useful. Is it ethical?
  • Essential good practice issues including: Supervision, risk assessment; teamwork; consistent approaches; effective communication; understanding the limits of role; staying safe; post incident reviews and de-briefs.
  • The key principles of the organisation’s policies in terms of staying safe e.g. lone working
Training methods utilised include: Tutor presentations, Large and small group work, Role Play, Feedback, Word shower method, Chalk & Talk, Pairs and triads work, Demonstrations, PowerPoint