Managing Challenging Behaviour (Practical) Course - Facilities, Retail & Leisure Sectors

Course outline

Learn techniques to prevent harm due to challenging behaviour while maintaining a safe and supportive service where an ongoing duty of care exists.

This course teaches staff to remove themselves from a potentially dangerous situation and safely hold or relocate whilst understanding the medical and legal implications of using techniques.

Suggested attendees

All frontline staff and those facing challenging or aggressive behaviour.

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

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

Course content

Distance, stance and positioning

  • Positive body language
  • Reactionary gap

Relocation and distraction

  • Balance displacement techniques
  • Safe moving/relocation of an individual to a safe location

Restrictive interventions

  • Legal framework to support decision making
  • What is restraint?
  • Standing and seated interventions to keep individuals safe

Medical implications of techniques

  • Identifying medical implications of restrictive interventions
  • Recognising the risks of physical skills

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

  • Demonstrate positive body language and distancing
  • Safely remove themselves from an individual
  • Demonstrate physical skills to keep yourself and individuals safe
  • Recognise the risks and medical implications of physicals skills

At the end of this course your team will receive:

  • A certificate of attendance
  • Access to a dedicated delegate resource area via IKON Academy
  • Duration 3.5 hours

  • Delegates 12 Max

Delivery methods

Face-to-face
training

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

Train the
trainer

IKON’s train the trainer service enables your team to deliver empowering motivational and insightful training that builds confidence and trust with their colleagues.

Contact us:

    We listen to our clients

    • We have been working with IKON since 2018 and have never had any issues or complaints. The team always speaks highly of the training managers. The training received helps the team deliver on some difficult, challenging situations. One of the team's main roles is to keep people safe, whether nurses, patients, or visitors. The training provided helps the security team achieve that.

      Yameem Choudhry, Head of Operations, Security South

      Carlisle Support Services

    • Just wanted to ping over some validation following the recent de-escalation training held in London, we had a couple of unpleasant incidents take place in Oxford Street over the weekend and the way the team dealt with it at the moment was honestly faultless!

      There was no confusion or lack of confidence, a Supervisor approached the challenging individuals and calmly asked them to leave the store, afterwards the whole team checked in with each other and it didn't impact the day whatsoever.

      Manager, Health and Safety Team

      LUSH

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      Education & Further Learning Training Facilities, Retail & Leisure Health & Social Care Local Authority & Housing NHS Transport