Course and certificate
Conflict Management and Work-Related Violence Awareness
For customer-facing staff in the UK who may meet anger, abuse or aggression at work, from shop, hospitality and transport workers to receptionists, call-centre, housing, council and care staff. Eight short lessons in plain English explain what work-related violence is, the employer's duties under health and safety law, how situations escalate, de-escalation, personal safety and when to leave, verbal and online abuse and harassment, and what happens after an incident, followed by a 25-question test. It does not teach physical intervention.
- Jurisdiction
- 🇬🇧 United Kingdom
- Languages
- English, Български, Español, Italiano, Polski, Português, Română, Українська
- Lessons
- 8
- Time needed
- About 50 minutes for the lessons and the test
- Assessment
- 25 questions, pass mark 80%
- Refresher
- Recommended after 3 years
- Content updated
- 29 October 2026
- Certificate fee
- £12.00, payable after passing
01Who this course is for
- Shop, retail, hospitality and leisure staff who serve the public
- Receptionists, call-centre and customer service staff
- Transport, housing, council and public-service workers
- Care, health and education support staff starting a customer-facing role
- Lone workers and field staff who visit clients or the public
- Anyone whose employer asks for conflict management awareness before they start
02Syllabus
- 01What work-related violence is
- 02The law and your employer's duties
- 03Spotting risk and how situations escalate
- 04Communication and de-escalation
- 05Personal safety, leaving and raising the alarm
- 06Verbal and online abuse, discrimination and harassment
- 07After an incident: reporting, support and learning
- 08Putting it together: your part and your employer's
03Assessment
25 multiple-choice questions drawn from the whole course. The pass mark is 80%. The test is free and can be retaken as often as needed; wrong answers point to the lesson to read again.
04The certificate
- With your name, your score and the date you passed.
- A unique number, recorded in our register.
- Your employer or an inspector scans it to see that it is genuine.
- Download it, print it or show it on your phone.
05Sources
The course follows the published guidance below. We are not affiliated with the bodies that publish it.
- HSE, Violence and aggression at work
- Course lesson 5
- Course lesson 3
- HSE, Reporting and learning from incidents
- Equality Act 2010, s 26
- Course lesson 4
06Questions
Is this a legal requirement?
No law names this course. Under the Health and Safety at Work etc. Act 1974 and the Management of Health and Safety at Work Regulations 1999, employers must assess the risk of work-related violence and give workers suitable information, instruction and training. What that training is depends on the job, and your employer decides.
Is this certificate accredited?
No. It is a certificate of completion: it shows you finished this awareness course and passed its test. It is not a regulated or accredited qualification, and your employer decides whether this training meets its needs.
Does the course teach physical intervention, restraint or self-defence?
No. It teaches awareness, communication and de-escalation, and when to leave and get help. Physical intervention carries a serious risk of injury and needs specific practical training with a qualified instructor, arranged by your employer where the risk requires it.
Does this replace my employer's own training and risk assessment?
No. Your employer must still assess the risk of violence in your workplace, tell you about its alarms, procedures and lone-working arrangements, consult workers, and decide what practical training your role needs. This course teaches the general rules and skills.
Is it for door supervisors, or for health and social care staff using restrictive practices?
No. Roles such as licensed door supervisors, and clinical or care teams that use physical interventions, have their own regulated rules and training. This is a general awareness course for customer-facing staff.
Does the course cover Scotland, Wales and Northern Ireland?
The health and safety rules described apply in Great Britain, and the Equality Act 2010 applies in England, Scotland and Wales. Northern Ireland has its own health and safety and equality law. Always follow your employer's policy and local procedures.
How long does it take?
Most people finish the lessons and the 25-question test in about an hour. You can stop and come back at any time on the same device.
What if I fail the test?
Nothing is charged. You see which lessons to read again and can retake the test as often as you need.
When do I pay, and how much?
Only after you pass: £12 for the certificate. The course and the test are free.
How does my employer check the certificate?
Every certificate has a number and a QR code. Scanning it, or entering the number on our check page, shows your name, the course and the date you passed.
How long is the certificate valid?
No law sets an expiry date for this kind of awareness training. The certificate shows a renewal date 36 months after you pass, but many employers expect a refresher sooner, and the law on reporting and equality changes. Check what your employer requires.
The certificate confirms that you completed this course and passed its test. It is not a regulated or accredited qualification; your employer decides whether this training meets their requirements.