MVA – Management of Violence & Aggression Training for the Facilities, Retail & Leisure.

Part 1:

Roles and responsibilities

• Responding appropriately within customer-facing environments. 
• Assessing risk and understanding staff responsibilities. 

Part 2:

De-escalation skills

• Recognising behaviour changes and early warning signs.
• Communication approaches that reduce escalation.
• Understand how attitude affects behaviour. 
• Listening and de-escalation strategies that support safer outcomes.

Part 3:

Legal rights and responsibilities 

• Understanding organisational policies and procedures in customer-facing settings. 
• Applying a clear legal framework for decision-making.

Part 4:

Reporting and Support

• Documentation, reporting, and safeguarding considerations.
• Post-incident procedures and staff support.

Part 5:

Stance and Positioning

• Maintaining positive body language and calm authority. 
• Using the reactionary gap for safety. 
• Enhancing tactical awareness in public spaces, venues and shared environments. 

Part 6:

Breakaway and disengagement techniques

• Disengagement methods to support safe escape and repositioning. 
• Balance displacement techniques where appropriate.

Part 7:

Restrictive physical intervention

• Demonstrate agreed restrictive interventions.
• Restrictive and escorting techniques to relocate individuals to safety when required.

Part 8:

Medical implications of techniques

• Identifying risks associated with restrictive interventions.
• Recognising medical implications, including positional asphyxia.

Part 9:

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

• Recognise and respond to incidents appropriately.
• Use effective communication and de-escalation skills.
• Reduce risk for staff and customers in public environments. 
• Safely disengage from aggressive situations.
• Hold and relocate using appropriate techniques where required. 
• Understand the legal and medical implications of restrictive interventions.
• Competently report and debrief incidents and support learning. 

Part 10:

At the end of this course your team will receive:

• A certificate of attendance.
• Access to IKON Academy digital online resource area.