Description

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The Handling Aggressive Behaviour in Public eLearning course provides learners with an understanding of how to recognise, manage and respond appropriately to aggressive behaviour when working with members of the public.

The course explores factors that may contribute to aggressive behaviour, early warning signs and practical approaches to communication and de-escalation. Learners will consider how to maintain personal safety, manage challenging interactions, recognise when to disengage and seek assistance, and report incidents appropriately.

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Who Should Attend?

• Employees who work directly with members of the public.
• Customer and client-facing personnel.
• Retail, hospitality and service-based employees.
• Employees working alone or in public-facing environments.
• Reception, front-of-house and administrative personnel.
• Managers and supervisors responsible for public-facing employees.
• Anyone who may encounter aggressive or challenging behaviour as part of their work.

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What You Will Learn

• What may constitute aggressive behaviour.
• Common factors that may contribute to aggressive situations.
• Recognising early warning signs of escalating behaviour.
• Understanding how individual behaviour and communication can influence a situation.
• Maintaining a calm and professional approach.
• Using appropriate verbal and non-verbal communication.
• Applying active listening and effective questioning techniques.
• Using appropriate de-escalation approaches.
• Maintaining suitable personal space and positioning.
• Recognising environmental factors that may affect personal safety.
• Avoiding actions or language that may unnecessarily escalate a situation.
• Setting clear and appropriate boundaries.
• Responding professionally to unreasonable or challenging behaviour.
• Recognising when a situation is becoming unsafe.
• Knowing when to disengage and move to a place of safety.
• Seeking assistance from colleagues, security personnel or emergency services where appropriate.
• Understanding the importance of not placing yourself or others at unnecessary risk.
• Reporting and recording incidents appropriately.
• Following organisational procedures for aggressive behaviour and workplace violence.
• Contributing to safer public-facing working practices.

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Course Delivery

This course is delivered as self-directed eLearning through the ELMO learning platform.

Learners can work through the course at their own pace and can move backwards and forwards through the learning content as required. The course does not need to be completed in one sitting, allowing learners to leave and return to their training where necessary.

Interactive activities may be included throughout the course to reinforce key learning points.

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Assessment

Knowledge and understanding are checked through online assessment activities. Depending on the course content, these may include multiple-choice questions, matching exercises, drag-and-drop activities and image-based questions.

A minimum score of 70% is required to successfully complete the course.

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Certification

Upon successful completion of the course and assessment requirements, learners will receive a UK Rural Skills (UKRS) Accredited Certificate of Training.

This is an awareness-based eLearning course and does not replace role-specific practical training or procedures required where employees are at foreseeable risk of violence or physical aggression.

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Course Duration

The course is self-directed and learners can progress through the content at their own pace. Completion time may therefore vary depending on the individual learner.

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