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Work-related Violence and Aggression
Work-related Violence and Aggression, online in about 30 to 45 minutes on any device. The course covers what violence at work is, triggers and warning signs, de-escalation, when it turns dangerous, and reporting and support.
Who it is for
Who this course is for
Staff who deal with customers, clients, patients, service users or the public, including retail, hospitality, health and care, transport, housing, local authority, reception and lone or mobile workers. No previous training is assumed.
- Retail, hospitality and customer-facing staff
- Health, care and transport workers
- Housing, reception and local authority staff
- Lone and mobile workers
- Anyone who deals with the public
Course content
What the course covers
Five short lessons covering understanding violence at work, triggers and warning signs, calming things down, when it becomes dangerous, and after an incident, then a 12-question assessment.
Understanding violence at work
What work-related violence is, how common it is, who is most at risk, and the duties of employers and employees.
Triggers and warning signs
Why aggression happens, common triggers, and the signs that someone is becoming aggressive.
Calming things down
De-escalation, communication, body language, setting limits and offering options.
When it becomes dangerous
Leaving, raising the alarm, lone working, property, and the law on self-defence.
After an incident
Reporting, RIDDOR, the police, support, and learning from incidents.
Outcomes
What you will be able to do
- Explain what work-related violence is and the duties that apply
- Recognise the triggers and warning signs of aggression
- Use calming techniques to de-escalate a situation
- Act safely when a situation becomes dangerous
- Report incidents and get the support you need afterwards
Your legal duty
The law behind this training
This course is awareness training on preventing and managing work-related violence and aggression, in line with HSE guidance. It is not physical intervention or restraint training. Your employer's risk assessment, procedures and lone working arrangements always apply.
One thing to be clear about: your safety comes first. If you feel in danger, get away and get help. Never put yourself at risk to protect money, stock or property.
- Health and Safety at Work etc Act 1974, ss2 and 7
- Management of Health and Safety at Work Regulations 1999
- Assaults on Emergency Workers (Offences) Act 2018
- Crime and Policing Act 2026, s45
- Equality Act 2010 s40 as amended by the Employment Rights Act 2025
- Criminal Law Act 1967, s3
- Criminal Justice and Immigration Act 2008, s76 (England and Wales)
- Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013
Practicalities
How the course works
For employers
Buying for a team
Buying for more than a couple of people is easier on an account: one invoice, licences you allocate as staff join, and a report of who has done what and when it expires.
- One invoice instead of one card payment per person
- Allocate licences as people join
- Completion and expiry reporting for your records
- Bespoke versions written around your own procedures
Work-related Violence and Aggression: common questions
About 30 to 45 minutes, with no time limit: start it, pause it, and come back whenever suits. The certificate is issued as soon as you pass the end assessment.
Yes. Each lesson ends with short knowledge checks, then there is a 12-question assessment with a pass mark of 70% (9 of 12). You can retake it as often as you need.
The certificate is valid for 1 year, and we recommend a refresher every year.
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