Course Details

Coping with Challenging Behaviour

Who should attend?

Suitable for all members of staff and students.

Course Details

This is a short course focusing upon techniques for identifying and coping with challenging behaviour in the workplace. The course covers verbal and non-verbal behaviour. While these techniques may help to avoid the escalation of conflict situations to physical assault, such extreme examples of workplace violence are very rare and the course deliberately avoids self-defence techniques. Such activities are off putting to many, and go well beyond the requirements of most University departments. The course is structured as follows:

  • Introduction and registration
  • Defining challenging behaviour
  • Human factors - Me and Them
  • Effects on the workplace and the individual
  • Communication
  • - Elements of communication
    - The Betaris Cycle
  • Reasons for communication failure
  • The Communicators - TA model (adult, parent, child)
  • Approaches to reducing/defusing challenging behaviour
  • - L.E.A.P.S.
    - C.U.D.S.A., etc
  • Warning signs
  • Organisational support
  • Summary and review of key learning objectives.
  • The course will include short presentations to define concepts and describe key areas of knowledge.During question and answer session participants will be encouraged to draw upon their own experiences of challenging behaviour and its resolution, and to provide input regarding any policies and support available when staff do face such behaviour in the workplace.There will also be some practical role play.Paper exercises provide the opportunity for reflection and knowledge development, and participants will be provided with their own workbook.


    There are currently no scheduled dates for this course.

    For further information contact Safety Office.