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Description

Incivility and Physical Aggression: Prevention, Response and Reporting

Build simple reflexes for the moment when words are no longer enough and safety is at stake

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

Incivility has become commonplace in many public-facing environments. Physical aggression remains rare, but it does occur, and front-line staff then discover that they have no prepared reflexes: where to stand, what to say, who to alert, how to protect the people present. Afterwards, incidents are rarely recorded and the colleague involved returns to their position alone.

One day to establish clear reference points: the escalation from incivility to aggression, warning signs of physical aggression, keeping distance and creating an exit route, raising the alarm, then producing a factual account of events and supporting the colleague concerned.

Learning objectives

  • Distinguish between incivility threat and aggression in order to adapt your response
  • Identify the warning signs that precede physical aggression
  • Adopt safety reflexes for yourself and for the people present
  • Raise the alarm and receive the support teams designated for the site
  • Report the facts and support a colleague after an incident

What makes this programme different

Safety reflexes are practised in the actual layout of the workstation
An alert procedure naming who to contact and how is drawn up for each site represented
The account of events is drafted from incidents that have genuinely occurred

Programme

1Understanding Escalation

From the word too far to physical aggression

  • The escalation from incivility to physical aggression
  • Physical and verbal signals preceding aggression
  • Aggravating factors linked to waiting times noise and intoxication
  • Effects of repeated incivility on teams

2Responding and Staying Safe

Simple reflexes when words are no longer enough

  • Safety distance and keeping exit routes clear
  • Managing your own reaction to fear
  • Protecting other customers and colleagues present
  • Raising the alarm and receiving support teams

3After the Incident

Never leave the facts without follow-up

  • Factual account of events and details to record
  • Informing management and possible follow-up action
  • Supporting the colleague concerned in the hours that follow
  • Preventive measures to propose for the site

Who is it for

Reception staff · branch advisers · counter staff and employees dealing with the public alone or as part of a team.

Prerequisites

No prerequisites

Dates & locations

36 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.