Managing Aggression, Behaviour & Conflict Archives - Optima Training

Conflict Management

Adrian Carmody — Tue, 10 Mar 2026 09:46:05 +0000

This course supports staff in understanding the causes of workplace conflict and developing practical strategies to manage challenging interactions effectively. Participants will build communication and emotional awareness skills while learning techniques to resolve disagreements professionally and maintain positive working relationships.

Group Training: Please email or call for further details of our group training option/group rates. All programmes can be tailored to reflect the specific challenges, policies and working environments of the organisation.

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Managing Difficult Calls and Complaint Escalation

Adrian Carmody — Tue, 10 Mar 2026 09:10:40 +0000

This Managing Difficult Calls & Complaint Escalation is designed for staff who regularly engage with the public or service users, this course focuses on managing challenging telephone interactions in a calm and professional manner. Participants will learn techniques to handle complaints effectively, de-escalate difficult conversations and maintain professionalism while managing expectations

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PMAV-Prevention & Management of Aggression and Violence-Level 2

Adrian Carmody — Tue, 10 Mar 2026 08:42:15 +0000

This PMAV-Prevention & Management of Aggression and Violence Level 2 course builds on the core principles of aggression management and provides participants with a deeper understanding of conflict escalation, behavioural triggers and intervention strategies. Participants will develop advanced communication and de-escalation techniques and practise breakaway techniques designed to safely manage higher-risk situations.

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PMAV-Prevention & Management of Aggression and Violence-Level 1

Adrian Carmody — Mon, 11 Sep 2023 20:25:18 +0000

This PMAV-Prevention & Management of Aggression and Violence Level 1 course provides staff with the practical skills and awareness required to recognise, prevent and safely respond to aggressive behaviour in the workplace. Participants will learn how to identify early warning signs, apply effective communication and de-escalation techniques, understand the assault cycle and develop awareness of personal safety principles when managing challenging situations.

Group Training: Please email or call for further details of our group training option. All programmes can be tailored to reflect the specific challenges, policies and working environments of the organisation.

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Prevention and Management of Aggression and Violence Instructor Course (PMAVI)

Adrian Carmody — Mon, 17 Apr 2023 16:32:20 +0000

This PMAVI (Instructor Programme)-Prevention and Management of Aggression and Violence Instructor Course will equip the learner with the knowledge, skills and attitude to deliver training in a safe and professional way. The training provides staff members with the knowledge, confidence and skill in recognising the early indicators for challenging behaviour, assessing and de-escalating challenging behaviour and methods to de-escalate crisis situations in a safe way. While the training is fully in line with HSE guidance it also adheres to restraint reduction guidelines.

Upcoming Dates:

16th, 21st & 22nd July 2026

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Understanding & Responding to Behaviours that Challenge

Adrian Carmody — Thu, 27 Jan 2022 09:39:58 +0000

This Understanding & Responding to Behaviours that Challenge course supports staff in developing a deeper understanding of behaviours that challenge and how to respond in a supportive, person-centred and professional manner. Participants will explore the underlying causes of behaviours that challenge, recognising that behaviour is often a form of communication linked to unmet needs, distress, environmental factors or health conditions.

The session focuses on early recognition, communication strategies and preventative approaches, helping staff to respond in ways that promote dignity, safety and positive outcomes for those in their care.

This programme supports organisations in promoting person-centred approaches and positive behaviour support practices within care settings.

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