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De-escalation of Hostile and Challenging Behaviour Online Training

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Do you want instant access to our Training course?

If the answer is yes, all you need to do is buy the course online. You'll receive an email with a link to set your password and that's it, you're all set to go.

If you're part of a larger team and need multiple licences, contact us as we offer a discount on 10+ courses. Check out this link  to see what else we can do for larger organisations, you won't be disappointed!

We also offer SCORM files so you can host our courses on your LMS, click here for more information.

Course overview


Experiencing hostile or challenging behaviour in the workplace can be testing and demanding. Risk of assault (verbally or physically) is distressing and should be avoided where possible. Dynamic risk assessment, team working, safe positioning and effective communication can all assist when reducing risk.

Understanding conflict and the stages of crisis will help you to understand the behaviours displayed and the underlying emotions attached to them. You need to understand your own behaviour and reactions when stressed, frustrated or angry as well as those of the people who you come into contact with.

Understanding yourself and others means that when confronted with hostile or challenging behaviour, you will be better equipped to maintain self-control and deal with the situation objectively and calmly. 

Having an understanding of the stages of crisis, behavioural indicators and corresponding strategies will help you to de-escalate the situation. When this is not possible, exit strategies need to be in place. These key elements are extremely important if you work in an environment that can potentially put you at risk.

Course modules


Module 1 - An introduction to the stages of crisis - In this module you will explore emotional and rational reactions, how the human brain works when stressed, escalating behaviours and the 3 stages to crisis.

Module 2 - Dynamic risk assessment and decision making - In this module you will look at how a dynamic risk assessment allows you to continually assess risk in an ever changing environment, how being in a heightened state can impair perception and make decision making difficult, strategies for decision making and how you can help customers to make informed decisions.

Module 3 - Defusing tension with effective communication - In this module you will look at why verbal communication is essential in hostile or challenging situations, and how questioning techniques, active listening and empathy statements can all help to diffuse a potentially dangerous situation.

Module 4 - Understanding body language - In this module you will explore non-verbal communication such as  body language, facial expressions, gestures, appearance, sounds and paraverbal communication. Being able to read clusters of body language can help you to interpret what is being said, without the need for words.

Module 5 - Responding to escalating behaviour - In this module you will explore anxiety and how when it escalates it can be the next step towards crisis, you will consider the individual, environment and context and how these can help you to decide which strategy would be best suited to the situation you are in. 

Module 6 - Crisis and post-crisis recovery - In this module you will look at what happens when a person reaches crisis, including anger and aggression. You will learn how to deal with those displaying anger and aggression and how team working, safe positioning and exit strategies can help to keep you safe. Finally you will explore post-crisis recovery and ways to deal with the aftermath. 

Additional information

This course takes approximately 3 hours

This course has a value of 3 CPD points.

Course flyer

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De-escalation of Hostile and Challenging Behaviour Online Training

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Accredited by CPD
All of our courses are accredited by the CPD Certification Service as conforming to universally accepted Continuing Professional Development (CPD) guidelines.

Is this course right for me?

  • You want content delivered 100% online.
  • You want a course that you can complete at your own pace, start when you like.
  • Access for 1 year.
  • Audio option (read aloud).
  • You want a CPD certified course.
  • You instant access to your CPD certificate.

  • Purchase your course online
  • Set your password
  • Course access
  • Course complete
  • Help is here

Once you've decided on a course/s add them to your basket. Checkout is simple, you can pay with debit card, credit card or PayPal. 

Remember, always contact us if you require 10+ courses as we offer discounts and much more!

Once you've paid look out for a welcome email from us with a link to set your password on your learning account. Please check your junk mail if it is not in your inbox within 15 minutes.

Once you click on the link to set your password the link will expire. There is a second link in your welcome email for all future logins. Once you're logged in you can start your course. If you don't complete it all on your first login the course will move into the In progress tab. You've now got 12 months access.

Once you've completed your course you can download your PDF certificate. If you lose your certificate you can log back in and download it again from your achievements file.

If you need any help you can call us. No AI here, just real people willing to talk you. We love helping customers so call us on 01782 757001 or email us at

Formal accreditation - this does incur an additional cost

Many of our courses have the option for formal accreditation through AIM Qualifications and Assessment Group.

Please contact us to check if the course you want has this option.

You can then purchase the formal accreditation here (this is in addition to the course cost).

What does this mean?

Whilst all of our courses are CPD certified as standard, formal accreditation is done through a National Awarding Body.

What level are the courses?

The majority of our courses are all at a level 2.

How many credits do courses quality for?

Courses have a single credit value.

Do I need to do any extra work?

You will be required to compete a learner file. This is an enabled PDF so you can type your answers in. You will upload this in your learning area along with your learner registration form. 

We will then mark your learner file and provide feedback.

Once this is complete we will put a request in to AIM Qualifications and Assessment Group for your formal certificate.

How do I get my formal certificate?

This will be posted out to you by recorded delivery once we receive it from the awarding body. However, you can download your CPD certificate immediately upon completion.

Technical information

Our e-learning courses have been designed to work on the following browsers and mobile apps:

  • Windows: Microsoft Edge, Google Chrome and Firefox.
  • Mac: Safari, Google Chrome and Firefox.

Please ensure that JavaScript is enabled in your browser, and that font downloads is enabled to see the correct fonts and characters in the course. We strongly recommend using the latest browser version for the best experience as older browsers may experience issues.

The platform is compatible with most mobile phones. However, we do not recommend using mobile phones to complete courses due to the amount of information included in the courses.

Got a question? Get in touch today

Simply Call us on 01782 757001 or fill in the form below and one of our team will get back to you to discuss your needs.