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

Course outline

This course is a prerequisite to the practical training and is designed specifically 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
  • Identifying patterns of behaviour

De-escalation strategies and techniques

  • Attitude and behaviour model
  • Verbal and non0verbal communication
  • Listening model to defuse
  • De-escalation strategies

Legal rights and responsibilities

  • Policies and procedures
  • The legal framework and how it can support you
  • National guidelines

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

  • Recognise the signs of challenging behaviour
  • De-escalate using excellent communication skills
  • Understand the legal position and how it relates

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 16 Max

Delivery methods

IKON Live,
live online training

Our effective remote communications training enables your people to get the training they need wherever they are, with a dedicated live IKON trainer.


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

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

    • 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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