Course Outline
Understanding Behaviours of Concern
• Definition of behaviours of concern
• Understanding triggers and contributing factors
• Behaviour as communication
• Workplace and service-user related challenges
• Impact on employees, teams, and organisations
Recognising Early Warning Signs
• Identifying escalation indicators
• Verbal and non-verbal communication cues
• Environmental and situational factors
• Recognising emotional distress and frustration
• Maintaining situational awareness
Communication and De-escalation Techniques
• Calm and professional communication approaches
• Active listening skills
• Managing tone, language, and body posture
• Building rapport during difficult interactions
• Reducing confrontation and escalation risks
Risk Assessment and Personal Safety
• Dynamic risk assessment principles
• Maintaining personal safety
• Recognising unsafe situations
• Safe positioning and exit awareness
• When to seek additional assistance
Managing Challenging Situations Professionally
• Responding to verbal aggression
• Managing conflict and emotional escalation
• Supporting distressed individuals
• Maintaining professionalism under pressure
• Team communication during incidents
Workplace Procedures and Reporting
• Incident reporting processes
• Organisational responsibilities and procedures
• Importance of documentation
• Learning from workplace incidents
• Supporting a proactive workplace safety culture
Behaviours of Concern as an Ongoing Responsibility
• Promoting respectful workplace interactions
• Supporting employee wellbeing
• Continuous awareness and reflection
• Communication and teamwork principles
Who the Course Is For
This course is suitable for individuals working in environments where challenging interactions or behaviours of concern may arise, including:
• Healthcare Workers
• Social Care Personnel
• Educational Staff
• Human Resources Professionals
• Frontline Customer Service Teams
• Supervisors and Managers
• Security Personnel
• Facilities and Operations Teams
• Safety Officers and EHS Managers
• Hospitality and Public-Facing Employees
• Community and Support Workers
No previous training is required.
Why This Training Is Important
Risk Reduction
Behaviours of concern can escalate quickly if not managed appropriately. Early intervention and effective communication help reduce the risk of incidents and workplace conflict.
Employee Safety
Training supports employees in maintaining personal safety and responding professionally during challenging situations.
Workplace Wellbeing
A calm and structured approach to behaviours of concern contributes to safer, more respectful workplace environments.
Compliance
Training supports organisational responsibilities under Irish workplace health and safety legislation.
Course Objectives
Participants will:
• Understand behaviours of concern and contributing factors
• Recognise early signs of escalation
• Apply professional communication and de-escalation techniques
• Conduct dynamic risk awareness during interactions
• Support personal and workplace safety
• Understand workplace reporting and procedural responsibilities
• Promote respectful and professional workplace interactions
Course Format & Delivery
Instructor-led training
• Interactive and scenario-based learning
• Practical communication exercises
• Workplace-relevant examples and discussions
Delivered:
• Onsite at client premises
The course focuses on practical communication, awareness, and professional response techniques rather than theory-only instruction.
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
Where applicable, the training may also support organisational responsibilities relating to:
• Workplace violence and aggression prevention
• Employee wellbeing and welfare
• Risk assessment and safe systems of work
Irish legislation requires employers to:
• Provide safe systems of work
• Assess workplace risks
• Protect employee safety and wellbeing
• Provide appropriate information, instruction, and training
Why Choose Samson Training
Samson Training delivers professional workplace training focused on practical risk awareness, communication, and organisational responsibility.
Our approach emphasises:
• Practical de-escalation strategies
• Clear communication techniques
• Real workplace scenarios and discussions
• Consistent professional delivery
• Observation-led awareness and reflection
We position behaviours of concern training as part of a broader workplace safety and wellbeing culture — not simply incident response training.
FAQ's
What is Behaviours of Concern Training?
Behaviours of Concern Training teaches participants how to recognise, respond to, and safely manage challenging or escalating behaviours within workplace and public-facing environments.
Who should attend this course?
The course is suitable for employees working in healthcare, education, customer service, social care, hospitality, and other environments where challenging interactions may occur.
Does the course include de-escalation techniques?
Yes. Participants learn practical communication and de-escalation approaches designed to reduce conflict and support safer outcomes.
Is physical intervention training included?
No. This course focuses on communication, awareness, risk assessment, and professional response strategies.
Can this course be delivered onsite?
Yes. Training can be delivered onsite and tailored to workplace-specific environments and scenarios.
