Dealing with Aggressive People Training Course

Aggressive behaviour in the workplace is a serious and growing concern. We deliver individuals are increasingly exposed to violence are getting attacked by aggressive people. The Dealing With Aggressive People workshop gives you tools to get out of the situation safely. That’s what matters.

If your people are facing aggression from recurring encounters, then a tailored ‘Dealing with Aggressive People’ in-house training course makes sense. With no extra charge, we’ll tailor the scenarios to fit the context of the aggression. This is our favourite course in the office as we know it reduces instances of harm. Over the years people have contacted us saying, “thanks for that safety tip as I found myself in an aggressive situation and I got myself out of the situation safely.”

Unfortunately, there are now more aggressive incidents with people waving guns, knives and machetes. Physical confrontation isn’t the solution, so learn the psychology of dealing with aggressive people. Recently, we did a ‘Dealing with Aggressive People’ in-house program where the man with the stop sign had a gun pulled on him because the motorist didn’t want to wait.

Tailored Aggression Management In-house Training Course

Tailored Dealing With Aggressive People courses are in high demand. What do you do when aggressive members of the public are drunk and aggressive? What if they are high? What if they are drunk and high on drugs? What if you’re being abused on the phone?

So tailoring the course to the types of aggression makes practical sense. Here’s a quick idea. You’re in the car park and someone jumps in with a knife and tells you to drive on? What do you do? Comply? What about crashing the bar into the exit bollard at low speed? What might have happened if the carjacker had managed to get you to drive to a remote location?

‘Dealing with Aggressive People’ Course Testimonial

“The training was fantastic, We were really happy with the training delivery and the trainer was brilliant. Thank you very much for your assistance.”
– K Potter, Senior Human Resources Advisor Town of Port Hedland WA

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Key Learning Outcomes

By the end of this ‘Dealing with Difficult People’ course, your team will confidently and calmly handle aggression using these conflict de-escalation techniques:

Discuss the characteristics of aggressive people that you encounter
Discuss the early micro-aggression tactics people use
Demonstrate a non-engagement presence (observer role)
Review the relationship between aggression and proximity from the Allen Curve
Resist the urge to engage in reactive verbal exchanges
Recognise types of body language enflame or soothe a situation
Review the roles of security and the police when dealing with aggressive people
Calibrate the impact of voice tonality
Practise ways to slow an aggressive outburst
Discuss vocabulary strategies “I’m going to call the Police” or “The police are on their way”
Review your current protocols on dealing with drug and alcohol affected people
Recall a time when you were able to calm an aggressive person using empathy
Conduct “trigger testing” on recurring aggression

Course Description

Our skilled experts discuss the characteristics of aggressive people and the initial micro-aggression tactics these people tend to use. Maybe they are badgering you? They want “aggro” and if that happens, you’re likely to lose. You don’t want aggression.

Aggressive people don’t have a pattern of aggression. Sometimes they are opportunistic and will wait till they have worn you down. You’re being badgered and baited. It’s not easy knowing what to do.

‘Dealing with Aggressive People’ Workshop Outline

Module	Topics	Key Learning Outcomes
Module 1: Personal Safety and Risk Awareness	Safety Risk Assessment	Identifying risks in different environments Recognising early warning signs of aggression Developing situational awareness to improve personal safety
	Fundamentals of Staying Safe	Prioritising personal safety in aggressive encounters Understanding how different environments influence risk levels Getting home safely is more important than winning an argument (D Carnegie) Applying basic safety protocols in high-risk situations
	Recognising Danger Signs and Behavioural Triggers	Understanding behavioural patterns that indicate potential aggression Identifying risk zones and planning response strategies Learning how to adjust personal positioning to reduce risk
Module 2: Understanding Aggressive Behaviours	Body Language and Non-Verbal Cues	Interpreting body language signals that indicate aggression Recognising gesture clusters that suggest escalating tension Adjusting personal body language to convey calm and control
	Behavioural Triggers and Aggression in Different Settings	Understanding the link between behaviour and underlying needs Identifying aggression triggers in healthcare, community services, and workplace settings Recognising how value systems shape responses to aggression
	Profiling and Understanding Challenging Behaviours	Identifying common difficult behaviours and their causes Understanding different behavioural styles in aggressive individuals Developing strategies to manage and respond effectively
Module 3: Communication and De-escalation Techniques	Managing Anger and Deflecting Aggression	Understanding how anger develops and escalates Implementing techniques to break the anger cycle Alarms, codes and sirens Recognising that behaviour breeds behaviour and adjusting responses accordingly Threats from groups
	De-escalation Strategies for Aggressive Situations	Setting boundaries to manage aggressive behaviour Controlling conversations to redirect aggression Confidently de-escalating situations through verbal and non-verbal techniques
Module 4: Assertive Communication and Resolving Conflict	Communicating with Clarity and Confidence	Establishing clear behavioural expectations Using cooperative language to create a calm environment Applying assertiveness techniques to handle problem situations effectively
	Handling Aggressive Interactions Over the Phone	Practising effective telephone etiquette in high-pressure situations Moving conversations forward while maintaining control Dealing with threats (e.g., self-harm) Using structured closing techniques to end difficult calls professionally