Dealing with Aggression in Healthcare course
In this course you learn to assess aggression from clients, patients and bystanders in healthcare professionally, and how to de-escalate such a situation safely.
NRTO quality mark
Free cancellation up to four weeks before the start, so feel free to book now.
In brief. Dealing with Aggression in Healthcare is a 2-day classroom course. You can take it in Amsterdam, Utrecht, Groningen and Zwolle, in a group of no more than 8 participants. The price is € 1250,- excl. VAT per participant, including course materials, lunch on location and a certificate of attendance. For a team or department we also deliver this course in-company.
- Practising with a professional training actor
- Real-life situations from your own work take centre stage
- Practical de-escalation techniques you can apply straight away
- Personal intake and tailored learning objectives
- Attention to buddy support and team culture
Your trainer: Garbrand 84 evaluations in total, average score 7,8. View the trainers
Verbal and physical aggression is becoming increasingly common in healthcare. In this course you learn to assess situations, de-escalate and act professionally, without letting emotions take over.
Description
Aggressive behaviour from clients, patients or family members is part of the job in healthcare these days. Over a quarter of healthcare staff have faced verbal or physical violence in recent months. That aggression often stems from frustration, fear or uncertainty. Sometimes it is instrumental: a patient who feels entitled to a particular treatment.
Acting professionally means not suppressing your own emotions, but channelling them properly. You keep an overview, consciously choose how you respond and know when to press on or take a step back. That requires self-knowledge, a good assessment of the situation and solid conversation techniques.
On both course days you work with an actor who acts out realistic situations from your own practice. That way you discover which approach suits you and the situation, and the theory really comes to life.
Topics
Conflict and aggression
- Types of conflict and forms of aggression
- Facts or interpretations: different views of the same conflict
- Physical and mental effects of aggression
- Causes of aggression (clinical conditions, care needs)
Dealing with aggressive behaviour
- Carrying out a problem analysis
- De-escalation techniques: listening, summarising, asking follow-up questions and following through
- Solution-focused working
- Responding assertively and getting the timing right
- Setting boundaries
- Dealing with criticism and staying calm
- Taking on confrontations
The organisational side of aggression
- Raising awareness within the team
- Creating an open culture
- Buddy support: giving and receiving support from colleagues
- Reporting incidents and drawing up a protocol
Result
After this course you will recognise different types of conflict and forms of aggression, and you will know how to assess a situation quickly. You carry out a problem analysis, choose a suitable approach and apply de-escalating conversation techniques. You set boundaries, stay calm under criticism and take on confrontations without becoming stressed yourself. You will also know how to create an open culture within your team, organise support between colleagues and report incidents properly.
Target audience
This course is intended for people working in healthcare who deal, or may come to deal, with aggression and violence. Think of staff in addiction care, youth care, elderly care, dementia care, mental health care, disability care and hospital care. Support workers and care workers who regularly face tense contacts with clients will also find it useful.
Teaching method
Oracle SQL E-learning course (1 day) | Learnit
Prior knowledge
No specific prior knowledge is required. Your own practical experience with difficult client situations will help you get the most out of the course.
Comments
Practical information
- Number of days
- 2 days
- Course times
- from 10 am to 5 pm
- Teaching hours
- 12 hours
- Education level
- Suitable for all levels
- Preparation time
- None
- Included
- Course materials and lunch on site
- Certificate
- At the end of the course you will receive a certificate of attendance
- Cancel
- Free up to four weeks before the start (cancellation terms)
Language
The course is given in Dutch as standard. The trainer speaks English. English-language course materials can be used. If at least 3 participants register, the course can also be given entirely in English.
In-company
Would you like to organise this training for a whole group or several groups? This can be cost-effective. For example, we can tailor the content entirely to your organisation, and training a whole group is also cheaper.
Are you looking at large numbers of participants or a complete academy? That involves a great deal. Consider planning and communication, for example, or identifying and agreeing the objectives and content of the training. Or differences in level, feedback mechanisms and safeguarding. Fortunately, Learnit has extensive experience in this field (more than 25 years) and we are happy to help you through this process.
Request a quote More about Dealing with Aggression in Healthcare in-company
All start dates
2 training days. In order of date.
- Tue 3 & Wed 4 November 2026 Amsterdam · 10:00–17:00 Enrol
- Tue 24 & Wed 25 November 2026 Utrecht · 10:00–17:00Free cancellation until 27 October Enrol
- Tue 5 & Wed 6 January 2027 Utrecht · 10:00–17:00Free cancellation until 8 December Enrol
- Thu 4 & Fri 5 February 2027 Amsterdam · 10:00–17:00Free cancellation until 7 January Enrol
- Thu 1 & Fri 2 April 2027 Groningen · 10:00–17:00Free cancellation until 4 March Enrol
- Thu 1 & Fri 2 April 2027 Zwolle · 10:00–17:00Free cancellation until 4 March Enrol
No suitable start date? Send us a date request, and we'll look at the options together.
This course for your team?
Plan your own group on a date that suits you, at your office, at our premises or online. We tailor the content to your day-to-day work, and training a whole group is cheaper than individual bookings.
- Your date and location
- Tailored content
- Multiple groups or an academy are also possible
- More than 25 years' experience
The trainers for this course
Ratings from participants after completing their course, across all courses by this trainer.
What others say about this course
"Useful and interesting course!"
“Learnit is a professional organisation. The information is conveyed with enthusiasm.”
"Good story, knowledgeable and inspiring, with a dose of humour too"
"Enjoyable and instructive course. A good balance between knowledge transfer and practical exercises. Very practically applicable in my own work."
"It is an organisation that asks in advance what the training course should be about and with how many participants, so you know straight away where you stand. I found the collaboration pleasant. We were given a lot of information but also applied it in practice."
Training formats
Classroom
2 days€ 1250,-- Pleasant venue with a good trainer
- Small groups
- Inspiring and motivating
In-company
Bespoke trainingOn request- 100% for your group
- Bespoke training
- At your place or ours
Workshop
Up to 4 hours for groupsOn request- Suitable for events
- Interactive and inspiring
- Large groups too
Private training
At our place or yoursOn request- 100% just for you
- Achieve a lot in little time
- Whenever you want
Frequently asked questions
Can I cancel free of charge?
Yes. Up to four weeks before the first day of the course you can cancel free of charge, without giving a reason. You then receive a credit note or, if you have already paid, a refund. If you cancel later, you pay part of the course fee: 25% between four and two weeks before the start, 75% in the two weeks before it and 100% in the final week. Moving to another start date is free of charge up to two weeks before the start, after that 50%. Sending a colleague in your place is always possible. Read the cancellation terms.
What will you learn in the Dealing with Aggression in Healthcare course?
You learn to recognise, assess and de-escalate aggression from clients, patients and bystanders. You practise conversation techniques such as listening, summarising and asking follow-up questions, and you learn to set boundaries and stay calm under pressure. You also gain tools for building an open culture and good buddy support within your team.
Who is this course suitable for?
The course is suitable for anyone working in healthcare or social services who deals, or may come to deal, with aggressive behaviour at work. Think of nurses, care workers and support workers in addiction care, youth care, elderly care, dementia care, mental health care, disability care and hospital care.
Do I need prior knowledge or experience?
No, you do not need any specific prior knowledge. It does help if you have work experience with client contact, so that you can bring in your own practical examples during the exercises with the training actor.
Do you work with an actor during the course?
Yes, on both course days you work with a professional training actor. The actor re-enacts situations from your own working practice, so that you can try out new techniques in a safe setting and receive immediate feedback on your approach.
Do I receive a certificate on completion?
Yes, on completion of the course you will receive a Learnit certificate of attendance. With it you can show your employer that you have taken the course and practised the skills covered.
Can this course also be delivered in-company?
Yes, this course can also be delivered in-company or as a tailor-made course for your team or organisation. We then align the content and the practical examples entirely with your field of work and with the situations you encounter.
What is the difference between verbal and physical aggression in healthcare?
Verbal aggression takes the form of swearing, threatening, humiliating or intimidating. Physical aggression involves hitting, kicking, grabbing or throwing objects. Both forms occur in healthcare, often caused by frustration, fear, insecurity or a medical condition. In the course you learn to recognise both forms and to respond appropriately using de-escalation techniques and clear boundaries.
What are the most important de-escalation techniques when dealing with aggression?
The essence is to radiate calm, listen actively, summarise what you hear and ask further questions about the underlying need. It also helps to keep your distance, keep your voice low and calm, and adjust eye contact to the situation. At the right moment, you dare to press on and set boundaries. During the course you practise these techniques with an actor, so you can feel what works for you.
Why does aggression arise among clients or patients in healthcare?
Aggression often stems from frustration, fear, pain or insecurity. Conditions such as dementia, psychiatric problems or cognitive impairments also play a role. Sometimes aggression is instrumental: the client uses it deliberately to get something done. Understanding the cause helps you choose the right approach, because fear calls for a different response than instrumental aggression.
How do you stay calm yourself when faced with aggression from a client?
Staying calm starts with consciously controlling your own breathing and posture. You recognise your own stress signals and consciously choose how to respond instead of acting on impulse. It helps to realise that the aggression is usually not personal, but stems from the situation or the condition the person has. During the course you learn techniques to regulate your own reaction and to process the experience properly afterwards.
What is buddy support and why does it matter?
Buddy support means that you as colleagues actively support one another after a difficult or aggressive situation. You ask how the other person is doing, offer a listening ear and discuss together what happened. This lowers the threshold for asking for help, prevents incidents from lingering and strengthens the team culture. During the course you draw up a concrete plan together for introducing buddy support in your workplace.
What does the Dealing with Aggression in Healthcare course cost?
You can find the current price at the top right of this course page, along with the schedule, location and delivery format. For in-company or bespoke courses we are happy to provide a quotation on request.
Next start date: Tue 3 & Wed 4 November 2026 in Amsterdam
Free cancellation up to four weeks before the start, so you can secure a place now.