Level 01 – De-Escalation

Managing Challenging Behaviour Training

Managing challenging behaviour training for staff who deal with distressed, frustrated or aggressive members of the public. Learn to spot the triggers and early warning signs, and bring situations back down safely where the risk of physical harm is low.

Speak to an expert

       Google rating 
  5.0

Duration 4 Hours

Delivery Methods

In person
Standpoint
Affiliated Trainer Programme

Assessments

OBSERVATION
PARTICIPATION
DISCUSSION

Two women having a friendly conversation in an office, one smiling warmly at the other

•01COURSE OVERVIEW

What our managing challenging behaviour training covers

Behaviour that challenges rarely comes out of nowhere. Pain, fear, long waits, bad news, alcohol, confusion or a sense of not being heard can all push someone towards shouting, threats or refusing to cooperate.

This course helps staff understand those triggers, recognise the early warning signs of escalation, and use structured de-escalation and dynamic risk assessment to bring the situation back down, or to step back and get support when that’s the safer option.

Speak to an expert

• 02 THE IMPACT

How this training helps your organisation

Builds consistent, professional responses to behaviour that challenges across teams
Improves staff confidence and communication under pressure
Reduces avoidable escalation and service disruption
Strengthens proportionate, defensible decision-making across teams
Enhances quality of incident reporting to support safeguarding and learning
Supports staff wellbeing through clearer boundaries and structured approaches

Speak to an expert

Managing challenging and aggressive behaviour

•03.RISKS ADDRESSED

In lower-risk environments, challenging behaviour is easy to underestimate. Without the right training, your staff may:

Escalate situations unintentionally through unclear or reactive communication

Miss the triggers and early warning signs of frustration, distress or escalating behaviour

Make inconsistent or non-defensible decisions during challenging encounters

Respond in ways that increase tension or put service outcomes at risk

Fail to recognise when withdrawal or seeking support is the safest option

Under-report incidents, reducing your organisation’s ability to identify patterns and manage risk

The good news is that this is entirely preventable. That’s what this course is for.

Speak to an expert

• 04 LEARNING OUTCOMES

Recognise the triggers and early indicators of distress, frustration and escalating behaviour.

Speak to an expert

Recognise and manage the three types of risk.

• 04 LEARNING OUTCOMES

Recognise the triggers and early indicators of distress, frustration and escalating behaviour.

01 Recognise and manage the three types of risk.
02 Avoid common causes of bias.
03 Recognise early indicators of distress, frustration, and escalating behaviour.
04 Assess risk dynamically and make proportionate, defensible decisions during challenging encounters.
05 Apply structured communication techniques to reduce tension and maintain control of interactions.
06 Use clear, professional language that supports de-escalation and reduces ambiguity.
07 Apply ‘transactional analysis’ principles to communicate effectively under pressure.
08 Set boundaries and deliver difficult messages without increasing conflict.
09 Adapt their approach to suit different behavioural presentations, contexts, and service environments.
10 Implement safe, ethical, and organisation aligned strategies for managing aggression.
11 Recognise the potential emotional impact of challenging interactions and access appropriate post incident support
12 Record and report incidents accurately to support organisational learning and safeguarding.
13 Reflect on their own responses and identify opportunities for continuous improvement.
14 Maintain personal composure and emotional regulation under pressure.

Speak to an expert

NHS Black Country Integrated Care Board

View Case Study

More Case Studies

05 CASE STUDY

Black Country Integrated Care Board – Primary Care Network Support

Stand2 delivered training to GP practices across the Black Country region, supporting GPs, Advanced Nurse Practitioners, receptionists, pharmacists, administrative teams, and practice managers. The training focused on equipping staff with practical skills to manage challenging patient interactions that can arise in day-to-day primary care settings, particularly around appointments, clinical pressures, and service demand. Following the training, staff reported greater confidence, clearer communication when navigating difficult conversations, and a more consistent approach across teams.

A woman in a blue top speaks with a colleague in a modern office, with other coworkers conversing in the background

• 06 Course Delivery & Assessment

Training that’s built around how people actually learn – not just what they need to know.

Delivery: This course is delivered in person through a blend of structured discussion, scenario-based examples, and supported reflective practice. Every session is adapted to reflect your organisation’s environment, policies, and the real situations your staff face. StandPoint, our online learning platform, supports the programme with additional resources and materials.

Assessment: Learning is assessed through observation, participation, and engagement in practical communication exercises. There are no formal written exams – assessment is continuous, realistic, and based on how staff apply what they’ve learned.

Certification: Every participant who successfully completes the programme is formally certified by Stand2, receiving a uniquely numbered certificate that confirms they have met the programme’s assessed standards. Each delegate is entered onto the Stand2 Training Register, which we maintain on your behalf – giving your organisation a clear, auditable record of who has been trained and when refresher training is due.

Training environment: All sessions are delivered using trauma-informed practice, ensuring psychological safety throughout. No participant is asked to take part in any activity they are uncomfortable with. The course is suitable for staff with varying levels of prior experience.

•07.Frequently asked questions

Can’t find what you’re looking for? Call us or drop us a message.

Talk to us on 01952 928134

Is this course suitable for staff with no previous conflict management training?

Yes. This is an introductory programme designed for staff of all experience levels. No prior conflict management training is required – all essential foundations are covered within the session.

Does the course include any physical intervention skills?

No. Physical intervention is not appropriate for this risk level and is not included. This programme focuses entirely on communication, de-escalation, and proportionate decision-making. Physical intervention skills are covered at Level 3.

Is managing challenging behaviour training a legal requirement?

Employers have a legal duty under the Health and Safety at Work Act 1974 to assess foreseeable risks to their staff – including the risk of violence and aggression. Where that risk exists, appropriate training is one of the most direct control measures available. The HSE is explicit that staff who may face challenging or aggressive behaviour should receive training that reflects the level of risk they face. For most organisations in public-facing roles, conflict management training is not optional – it is part of meeting that legal obligation.

What sectors is this course suitable for?

This course is suitable for a wide range of sectors where staff encounter challenging, distressed, or emotionally charged behaviour in face-to-face environments. Stand2 regularly delivers this programme to healthcare organisations, NHS trusts, housing and local authority teams, education providers, frontline and customer-facing organisations, retail and leisure operators, and social care providers. If you’re unsure whether this course is right for your organisation, get in touch and we’ll help you identify the most appropriate programme.

How does this training help organisations meet their duty of care?

Organisations have a duty of care to protect their staff from foreseeable risks, including violence and aggression in the workplace. This programme gives staff the communication skills, situational awareness, and decision-making frameworks to recognise and manage challenging behaviour safely and proportionately. Every participant is formally certified by Stand2 and entered onto the Stand2 Training Register – giving your organisation a clear, auditable record that demonstrates your commitment to staff safety and supports your duty of care obligations.

Can this course be built around our specific service environment?

Yes. Every Stand2 programme is built around your organisation’s specific policies, risk profile, and the real situations your staff face. Where helpful, we carry out a Training Needs Analysis beforehand to ensure the content, scenarios, and examples are directly relevant to your teams and your operating environment.

Does Stand2 training come with a certificate?

Yes. Every participant who successfully completes the programme is formally certified by Stand2 and issued with a uniquely numbered completion certificate. Each delegate is also entered onto the Stand2 Training Register, which we maintain on your behalf – providing your organisation with a clear, auditable record of who has been trained and when refresher training is due.

How do you ensure the training is psychologically safe for participants?

All Stand2 programmes are delivered using trauma-informed principles. Participation in all activities is by choice, discussions are managed sensitively, and no participant is placed in a situation they find uncomfortable. Sessions are facilitated to ensure psychological safety throughout, making the training accessible and appropriate for staff with a wide range of prior experiences.

Is this course aligned with our safeguarding and organisational procedures?

Yes. Where necessary, we work with you beforehand to understand your policies, escalation routes, and service expectations — ensuring the programme is fully aligned with your organisational procedures and defensible under scrutiny. This is particularly important for organisations in regulated sectors where safeguarding compliance is a priority.

What counts as challenging behaviour?

Challenging behaviour is behaviour that, because of how intense, frequent or prolonged it is, puts the person or those around them at risk, or makes it difficult for staff to do their job safely. In public-facing roles, the most common examples are shouting and verbal abuse, threats or intimidating body language, refusing to cooperate or leave, persistent and escalating demands or complaints, visible distress, panic or confusion, and damage to property or aggression towards others. This course gives staff the skills to recognise and respond to all of these safely.

What steps does the course teach for dealing with challenging behaviour?

The course follows five steps. Recognise the early signs of distress, frustration or escalation. Assess the risk as the situation develops and decide what response is proportionate. Communicate using calm, clear language that reduces tension and keeps control of the conversation. Set boundaries and deliver difficult messages firmly, knowing when withdrawing or calling for support is the safer option. Finally, report and reflect, recording what happened accurately so your organisation can learn from it.

How often should staff refresh this training?

Stand2 recommends a refresher interval of 36 months for this programme. The refresher course follows the same 4-hour format as the initial programme. Stand2 will proactively notify you when your staff are approaching their refresher date through the Stand2 Training Register.

Is this the same as Positive Behaviour Support (PBS) training?

No. Positive Behaviour Support is a longer-term approach used in care settings to plan support around an individual’s needs over time. This course is for staff dealing with challenging behaviour from members of the public in the moment: recognising triggers, de-escalating and responding proportionately. If your staff support the same individuals over time in a care setting, get in touch and we’ll help you find the programme that fits.

•08.Start the conversation

This course is ideal for organisations where staff encounter challenging, distressed, or emotionally charged interactions but where the physical risk of harm is low.

If you’re responsible for staff safety, service quality, or organisational compliance, we can help.

"*" indicates required fields

Google Reviews

At Stand2 we go above and beyond to understand and meet your expectations. Here are some of our recent reviews.

As the trusted leader in conflict management, personal safety, and physical intervention training, we aim to elevate standards across the UK and beyond by bringing evidence-based practice, operational credibility, and expert instruction to every sector we serve.

View All Reviews

Great session on conflict resolution. Session was informative and helpful for managing situations of conflict. Would highly recommend.

Jack Stone

Brilliant course! Instructors (Steve and Dave) friendly and knowledgeable, made everyone feel really comfortable. Wonderful overall experience and know have a better knowledge of conflict resolution techniques.

Daisy Whitworth

Good training, helpful for increasing awareness of threats and process for justifying and processing conflict resolution.

Noah Clark

Great experience practical elements really helped consolidate my knowledge.

Kerry Pittaway

The instructors were very knowledgeable, approachable and supportive. Great and informative session, thank you!

Luke Findley

liana ellis

Excellent delivery, really informative & engaging, cannot fault the whole package. Thank you

Chris Millward

Great training and was delivered to a high standard. Paul was very friendly and made me feel at ease

Megan Wildin

Very useful in practical life, specifically in my workplace.

Raaee Mewahang

Tommy Fry

Level 01 – De-Escalation

Managing Challenging Behaviour Training

•01COURSE OVERVIEW

What our managing challenging behaviour training covers

How this training helps your organisation

•03.RISKS ADDRESSED

In lower-risk environments, challenging behaviour is easy to underestimate. Without the right training, your staff may:

The good news is that this is entirely preventable. That’s what this course is for.

Recognise the triggers and early indicators of distress, frustration and escalating behaviour.

Training that’s built around how people actually learn – not just what they need to know.

Page Links

Fast Access

STAY CONNECTED

Level 01 – De-Escalation

Managing Challenging Behaviour Training

•01COURSE OVERVIEW

What our managing challenging behaviour training covers

How this training helps your organisation

•03.RISKS ADDRESSED

In lower-risk environments, challenging behaviour is easy to underestimate. Without the right training, your staff may:

The good news is that this is entirely preventable. That’s what this course is for.

Recognise the triggers and early indicators of distress, frustration and escalating behaviour.

Training that’s built around how people actually learn – not just what they need to know.

Page Links

Fast Access

STAY CONNECTED

Join Our Newsletter