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
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Duration 3.5 hours
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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.
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.
Other facilities, retail & leisure courses
- Breakaway Training
- Conflict Resolution Training
- Conflict Resolution & Personal Safety Training
- Lone Worker Training
- Managing Challenging Behaviour – Practical Training
- Resolving Telephone Conflict Training
- Security Teams Managing Violence & Aggression Training
Facilities, Retail & Leisure prospectus
Download facilities, retail & leisure prospectusContact 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
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