ZERO Tolerance Training For Frontline Healthcare Staff©

For clinical and non-clinical staff

Intensive one-day course to acquire the necessary conflict resolution skills required to safely manage patient aggressive behaviour in the workplace.

Start date: TBC
Duration: 1 day



Training Provider:

Prima Linea Training Associates

Start date: TBC

Duration: 1 day


1am – 4:30pm


The Warrens Medical Centre

Arrowe Park Rd, Birkenhead

CH49 5PL

Who should attend?

Frontline healthcare staff involved in any aspect of patient management.

What will I learn?

This course will provide frontline healthcare staff with the knowledge and skills required to safely manage patient aggressive behaviour and resolve conflicts in the workplace.

Course Content

  • Context, cause and communication:
    • Defining ‘aggressive behaviour’ and assessing when it becomes violent
    • Patient aggressive behaviour in healthcare
    • Common causes of aggressive behaviour in healthcare provision
    • The attitude and behaviour cycle
    • The communication process, barriers and impact when it breaks down
    • Defining and understanding ‘ZERO Tolerance’
  • Preparation and observation skills:
    • Inherent reactions to conflict: flight / fright / fight
    • Risk assessment
    • Using ‘Cooper Colour Coding’ to aid observation
    • Warning signs, danger signs and impact factors
    • Patient behaviour: from compliance to aggravated resistance
  • De-escalation and conflict resolution:
    • Legal aspects: common law, criminal law, CJIA and reasonable force
    • Using empathic communication skills to neutralise the situation
    • De-escalation using NLP, LEAPS, PEACE and appeal models
    • Use of space, distance, body language and personal stance
    • The ‘Dos’ and ‘Don’ts’ of personal safety
    • The ZERO Tolerance policy in action
  • Building personal resilience:
    • Internalising or Externalising the event
    • Resilience building


  • Trainer observation
  • Completion of in-session tasks
  • End of session assessment
  • Evaluation sheet


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