Managing challenging behaviour – theory

Course outline

This course is a pre-requisite to the practical training. This course is designed so that your people will be able to identify and manage challenging behaviour pro-actively. By the end of the course they will be able to understand and implement de-escalation strategies with a focus on early intervention.

Suggested attendees

All frontline staff and those facing challenging or aggressive behaviour.

This Facilities, Retail & Leisure Managing Challenging Behaviour – Theory training course is aimed at all staff including:

  • All new employees
  • Customer-facing staff
  • Those facing challenging or aggressive behaviour

Course content

Understanding challenging behaviour in your setting

  • Experiences and challenges faced
  • Causes, triggers and precursors
  • Iceberg theory

Behaviour triggers and the changes that indicate escalation towards violence

  • Recognising behaviour changes
  • Warning and danger signs

De-escalation strategies and techniques

  • Communication models and theories
  • De-escalation strategies

Legal rights and responsibilities

  • Policies and procedures
  • Legislation

By the end of this course your team will be able to:

  • Recognise the signs of challenging behaviour
  • De-escalate using excellent communication
  • Understand the legal and moral position

At the end of this course your team will receive:

  • A certificate of attendance
  • Receive a course workbook
  • Access to a dedicated delegate resource area
  • Duration 3.5 hours

  • Delegates 16 Max

Delivery methods

IKON Live remote workplace
training

Our effective remote communications training enables your people to get the training they need wherever they are, with a real life IKON trainer, via Microsoft Teams.

Face-to-face
training

Many of our courses, especially those with physical skills, can be delivered in a face-to-face training environment, either at your venue or ours.

Train the
trainer

IKON’s Train the trainer service will enable your team to deliver motivational and insightful training that builds confidence and trust with delegates.

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    • Thank you, a wonderfully engaging course. Will be sending my engineers soon with confidence that they will learn a lot from it.

      Grosvenor Facilities Management

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