Violence and Aggression in the Workplace Training Course

Introduction to Workplace Violence & Aggression
• Definition of workplace violence and aggression
• Types of aggressive behaviour in workplace settings
• Understanding conflict escalation
• Impact on employees and organisations

Understanding Aggressive Behaviour
Causes and Triggers
• Workplace stress and frustration
• Environmental and situational factors
• Emotional and behavioural triggers
• Communication breakdowns
Recognising Early Warning Signs
• Verbal indicators
• Non-verbal behaviours
• Escalation patterns
• Changes in behaviour and body language

Risk Assessment and Workplace Awareness
Identifying Workplace Risks
• High-risk environments and activities
• Lone working considerations
• Public-facing roles and conflict exposure
• Environmental risk factors
Organisational Responsibilities
• Reporting procedures
• Incident documentation
• Communication and escalation systems
• Supporting a safe workplace culture

Communication and De-escalation Techniques
Effective Communication Skills
• Active listening techniques
• Calm and professional communication
• Managing tone and language
• Maintaining professional boundaries
De-escalation Strategies
• Reducing tension during conflict
• Non-confrontational approaches
• Maintaining personal safety
• Managing emotionally charged situations

Personal Safety and Conflict Management
Maintaining Safety
• Situational awareness
• Safe positioning and exit awareness
• Avoiding escalation triggers
• Recognising when to seek assistance
Responding to Challenging Situations
• Managing verbal aggression
• Responding to threatening behaviour
• Team communication during incidents
• Post-incident considerations

Incident Reporting and Organisational Learning
• Importance of reporting incidents
• Recording near misses and concerns
• Supporting staff following incidents
• Continuous workplace improvement

This course is suitable for individuals working in environments where interaction with customers, clients, patients, colleagues, or the public may present risk of conflict or aggression, including:

• Human Resources Managers & Directors
• HR Business Partners
• Health & Safety Officers
• EHS Managers
• Supervisors and Team Leaders
• Healthcare Personnel
• Reception and Front-of-House Staff
• Retail and Customer Service Employees
• Hospitality Personnel
• Facilities and Operations Teams
• Security Personnel
• Lone Workers
• Public sector employees

No prior conflict management training is required.

Risk Reduction
Violence and aggression can create significant physical and psychological risks within workplaces. Training helps staff recognise and manage challenging situations safely.

Employee Wellbeing
Providing employees with practical communication and de-escalation strategies supports confidence, wellbeing, and psychological safety.

Organisational Responsibility
Employers must identify workplace risks and implement measures to reduce exposure to violence and aggression.

Compliance
Training supports organisational duties under Irish workplace health and safety legislation.

Participants will:

• Understand workplace violence and aggression risks
• Recognise early warning signs of escalation
• Apply practical de-escalation techniques
• Communicate effectively during challenging situations
• Maintain personal safety awareness
• Understand incident reporting procedures
• Support safer workplace interactions and environments

Instructor-led training

Includes:

• Interactive discussion and scenario analysis
• Workplace-relevant examples
• Communication and de-escalation exercises
• Risk awareness activities

Delivered:

• Onsite at client premises

The course focuses on practical workplace awareness and prevention-led strategies rather than physical intervention techniques.

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:

• Identify workplace hazards and risks
• Protect employee health, safety, and welfare
• Implement safe systems of work
• Provide appropriate information, instruction, and training
• Reduce risks associated with violence, aggression, and workplace stressors

Samson Training delivers professional workplace safety and behavioural training focused on practical risk awareness and organisational responsibility.

Our approach emphasises:

• Real workplace scenarios and communication challenges
• Practical de-escalation awareness
• Observation-led learning
• Clear understanding of employee responsibilities
• Consistent professional delivery

We position workplace violence and aggression training as part of a broader organisational safety and wellbeing culture — not simply conflict response training.

Is Violence & Aggression training required in Ireland?
Irish employers are required to identify and manage workplace risks, including risks associated with violence and aggression where relevant to the work environment.

Does this course teach physical restraint techniques?
No. This course focuses on prevention, communication, de-escalation, and personal safety awareness rather than physical intervention or restraint methods.

Who should attend this training?
The course is suitable for employees in customer-facing, healthcare, hospitality, retail, operational, and public interaction roles where challenging situations may arise.

Is the training suitable for healthcare environments?
Yes. The course is relevant for healthcare and care environments where employees may encounter emotionally heightened situations.

Can the training be tailored to our workplace?
Yes. Onsite delivery allows the course to incorporate organisation-specific workplace risks and scenarios.