Course Outline
Introduction to Workplace Aggression and Conflict
• Understanding workplace aggression and challenging behaviour
• Common causes and triggers of aggression
• Types of aggressive behaviour
• Impact of workplace conflict on employees and organisations
• Recognising escalation patterns
Understanding Human Behaviour and Conflict Triggers
• Behavioural responses under stress
• Environmental and situational triggers
• Frustration, fear, anxiety, and emotional escalation
• Importance of observation and early intervention
Communication and De-escalation Principles
• Verbal communication techniques
• Active listening skills
• Tone, language, and body language awareness
• Building rapport during difficult interactions
• Maintaining professionalism under pressure
Conflict Prevention Strategies
• Identifying early warning signs
• Maintaining safe communication boundaries
• Reducing environmental tension
• Supporting positive workplace interactions
Personal Safety Awareness
• Dynamic risk awareness
• Maintaining safe positioning and exit awareness
• Situational awareness principles
• Avoiding actions that may escalate conflict
Managing Challenging Situations
• Responding to verbal aggression
• Managing emotional individuals
• Handling confrontational behaviour professionally
• Supporting distressed or agitated persons
Organisational Responsibilities and Reporting
• Incident reporting procedures
• Importance of workplace policies and procedures
• Supporting a positive workplace safety culture
• Post-incident support and review processes
De-escalation as an Ongoing Responsibility
• Continuous awareness and observation
• Communication consistency across teams
• Supporting safer workplace environments
• Promoting respectful workplace interactions
Who the Course Is For
This course is suitable for individuals working in environments where conflict, aggression, or challenging behaviour may occur, including:
• Healthcare Workers
• Social Care Personnel
• Hospitality Staff
• Customer Service Teams
• Retail Employees
• Security Personnel
• Housing Association Staff
• Facilities Teams
• Supervisors and Managers
• HR Professionals
• Reception and Front-of-House Staff
• Education and Public Sector Personnel
No prior conflict management training is required.
Why This Training Is Important
Risk Reduction
Aggressive behaviour and workplace conflict can create safety risks, emotional stress, and operational disruption if not managed appropriately.
Workplace Safety
Employees equipped with de-escalation skills are better prepared to manage difficult situations calmly and professionally.
Organisational Responsibility
Employers have a duty to protect employees from workplace risks including violence, aggression, and threatening behaviour.
Compliance
Training supports organisational obligations under Irish workplace health and safety legislation.
Course Objectives
Participants will:
• Understand causes and triggers of workplace aggression
• Recognise early warning signs of escalation
• Apply verbal de-escalation techniques
• Improve communication during difficult interactions
• Support personal safety and situational awareness
• Respond professionally to challenging behaviour
• Contribute to safer workplace environments
Course Format & Delivery
Instructor-led training
• Interactive and discussion-based learning
• Scenario-based workplace examples
• Communication and behavioural analysis exercises
Delivered:
• Onsite at client premises, or
The course focuses on practical communication techniques and workplace awareness rather than physical intervention methods.
Irish Legislation Supported
This training supports employer obligations under:
• Safety, Health and Welfare at Work Act 2005
• Safety, Health and Welfare at Work (General Application) Regulations 2007
Irish legislation requires employers to:
• Provide safe systems of work
• Identify workplace hazards and risks
• Protect employees from violence and aggression risks
• Provide appropriate employee information, instruction, and training
• Maintain safe working environments for staff and service users
Why Choose Samson Training
Samson Training delivers professional workplace safety and behavioural skills training focused on practical communication, workplace awareness, and organisational responsibility.
Our approach emphasises:
• Real workplace scenarios
• Practical de-escalation techniques
• Communication-focused learning
• Observation-led awareness
• Professional and respectful workplace interaction strategies
• Consistent professional course delivery
We position conflict management and de-escalation training as part of broader workplace safety culture and organisational responsibility.
FAQ's
What is Managing Aggression and De-escalation Strategies (MADS) training?
MADS training teaches employees how to recognise escalating behaviour, communicate effectively during difficult situations, and apply verbal de-escalation strategies to reduce workplace conflict and aggression risks.
Who should attend this course?
The course is suitable for employees working in customer-facing, healthcare, social care, hospitality, security, housing, retail, and public-facing environments where challenging behaviour may occur.
Does the course include physical intervention techniques?
No. This course focuses on communication, de-escalation, behavioural awareness, and personal safety principles rather than restraint or physical intervention.
Is MADS training relevant outside healthcare environments?
Yes. De-escalation and conflict management skills are relevant across many workplace sectors including offices, retail, hospitality, education, and customer service environments.
Can the course be delivered onsite?
Yes. Training can be delivered onsite and tailored to organisational environments and workplace scenarios.
