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Description

Incivility and Violence at Work: Detecting, Intervening and Protecting Employees

Address verbal and physical aggression at work without downplaying incidents or overreacting

  • 1 day — 7 h
  • In-person or virtual
  • Intermediate
  • Up to 6 participants

Tensions build in contact with the public and sometimes between colleagues. Aggressive remarks and threats are reported late and only in part. Managers hesitate between calming things down and taking disciplinary action. Exposed employees end up seeing such situations as part of the job and stop reporting them.

One day to build a graduated response covering the detection of at-risk situations, then the reporting protocol, and finally the conduct to adopt during and after an incident. Participants leave with an incident reporting form and a template for post-event support interviews.

Learning objectives

  • Qualify acts of incivility and violence according to their severity
  • Identify work organisation patterns that fuel tensions
  • Apply a clear course of action during an incident to protect people
  • Organise the reporting and traceability of incidents
  • Support the employee concerned after the event
  • Embed violence prevention within the risk assessment process

What makes this programme different

Participants build the incident reporting form that will be used in their own organisation
Role-plays recreate verbal aggression scenarios which are then analysed as a group
A post-incident support protocol is drafted with internal and external support channels identified

Programme

1Understanding and Qualifying the Facts

Naming what is happening

  • Distinction between incivility, verbal aggression and physical violence
  • Mechanisms behind escalating tension
  • Organisational factors that expose teams
  • Effects on individual health and on the working team

2Intervening During the Incident

Reducing tension and protecting people

  • Early warning signals and de-escalation postures
  • Wording that lowers tension
  • Calling for back-up and moving people to safety
  • Limits of individual intervention

3After the Event and Lasting Prevention

Handling the aftermath and preventing recurrence

  • Gathering the facts and completing the incident reporting form
  • Supporting the employee and mobilising available support channels
  • Disciplinary follow-up and assistance with filing a formal complaint
  • Integration into risk assessment and the prevention plan

Who is it for

HR managers and front-line managers as well as employee representatives and health and safety focal points exposed to situations of aggression.

Prerequisites

Holding an HR or managerial role that involves handling conflict situations.

Dates & locations

24 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.