Understanding & Managing Aggressive Behaviour (U.M.A.B.): One-Day Verbal De-escalation Training (Live Online)


9:00 am - 4:30 pm

Event Type

Facilitator: Hy’N’Hancement

Participants will learn to understand and manage aggressive and violent behaviour through verbal Behaviour Management Intervention strategies within the prescribed limits of legislation, mandated service and philosophy.

This program is considered to be essential to the service industry when dealing with aggressive and or violent clients.  The 1-day Verbal De-escalation training focuses attention on understanding the building blocks of a crisis situation, empathic communication and incorporates elements of trauma informed care to crisis intervention, to effectively manage client behaviour.

Participant Learning Objectives:

  • Learning outcomes identify the knowledge, skills and attitude that a participant will have acquired through reliable demonstration as a result of the learning experiences and evaluations provided during this program.


    • Identifying client behavioural changes
    • Employing situational-appropriate behaviour management
    • When to request assistance from either peers or supervisors
    • The Pre-Crisis, Crisis and Post-Crisis Phases of Behavioural
    • The various Theories of Aggression and Precipitating Factors, including biological/physiological, psychological, socio/cultural and environmental


    • As a result of the successful completion of the experience provided in this program, participants will have demonstrated further development in their skills.
    • Identify and deal effectively and appropriately with clients who are experiencing a

    “Continuum of Behaviour”.

    • Intervene, assess, diffuse and control a crisis situation through the use of approved and appropriate behaviour management strategies.


    • Being positive and open-minded in their interactions with others, being respectful of the legislated policies and procedures with regards to the use of behavioural management

    interventions in a continuum and maintaining the highest level of the client’s dignity and safety within the various environments.

  • Note that if you want to advance your skills, the 2-day UMAB training includes the physical self-protection techniques and is available in the THTC training calendar. 
  • Disclaimer: This training covers topics related to trauma and traumatic situations.  There may be situations discussed that may be emotionally triggering for some.  You are always welcome to share these personal triggers with the instructor (in private if you so wish) and/or step out of the room if you need a break or some distance.  Its important to us and to the instructor that you connect with either the instructor or THTC Admin, in case you need support afterwards or during the training.  Our goal is to empower you with this knowledge and these techniques and not to exacerbate any injuries, whether physical or emotional.  Please proceed with care.
  • To participate in this training all participants must read and sign a waiver.  Please see THTC policies and procedures for details.
  • You must be prompt for the course – any time missed will result in certificate not being issued.
  • This training is interactive, all attendees are required to participate.
  • Participants will receive a training manual and certificate valid for one (1) year.

Target Group: All

Additional Training Method: Agency Training

Total Cost: THTC Members Pay: $100.00 | Non-Members Pay: $110.00