Training Contract – Handling Challenging and Aggressive Behaviours

Training Contract – Handling Challenging and Aggressive Behaviours

Workshop: Handling Challenging and Aggressive Behaviours. The need for this workshop has been identified following service specific requests, including requests from Hostels, Supported Housing projects, Housing Options and Children’s Centres.


Training – Handling Challenging and Aggressive Behaviours (PAN0410)
Awarding body Leicester City Council

Est. Start Date: 01/10/2013
Est. End Date: 30/09/2016


Leicester City Council is looking for a Training Provider to deliver the following event:

Event Title:
Workshop: Handling Challenging and Aggressive Behaviours
The need for this workshop has been identified following service specific requests, including requests from Hostels, Supported Housing projects, Housing Options and Children’s Centres.

? Leicester City Council is the provider of a wide range of services, often to some of the most socially and economically deprived residents in the city.
? Budgetary restraints have resulted in the reduction, and in some cases, closure of the accommodation based support services that Leicester City Council provide to these customers
? There has been an increase in the number of challenging incidents that staff are expected to deal with
Expected Learning Outcomes:
? Staff will be able to recognise the triggers to aggressive behaviour
? Staff will be given strategies to help them prevent the behaviour escalating
? Staff will be more aware of the impact that their attitude and communication style can have on a difficult situation
? Staff will feel more confident to be able to deal with escalating situations
Topics we would expect to be covered:
? Reasons why customers display challenging or aggressive behaviour including customers who are showing signs of alcohol or substance misuse
? How to recognise the triggers e.g. observation of body language, tone of voice
? The impact that our own body language, negative behaviour and attitude can have on a situation
? Assertive communication skills including asking the right questions and advanced listening skills
? Diffusion and de-escalation techniques
? Practising of simple break away techniques, not including restraint
Expectations of Provider:
? Have delivered similar programmes in the public sector
? To provide both service specific and generic workshops, as required
? To give a consistent message whilst tailoring the workshops to meet specific service requirements
? Be practical, interactive and ‘real’ using challenging case studies that are either provided by the service or that the provider has previously used in similar circumstances
Target Audience:
Customer facing staff from a wide range of council services, often delivering negative decisions.

Course Duration:
Will depend on service need but likely to be a combination of one day or half day sessions (anticipating up to 6 events from late 2013 to February 2015)

Leicester City Council to provide
Course Materials:
To be provided by the supplier, available in printed and electronic format

Submissions should include:
(Section 6 Technical Capability)
? A course plan, including content, samples of materials and methods of delivery
? A short profile of the presenter(s) who will be delivering the training, including experience in this field
? An indication of how you will evaluate the programme
? Design and delivery costs. Please include separate costing’s to differentiate between the provision of full day and half day events.
? Travel, meals and accommodation costs, where applicable
? Two references
? Insurance certificates (see Training Providers Agreement below)

Interview Date: Wednesday 9th October 2013 – if required
(We would expect to meet the person delivering the events)

Contract Length: The contract allows for repeat commissions within a 3 year period with options to extend for +1 + 1 years at the sole discretion of the Council.

Training Providers Agreement: You must ensure you are able to meet the requirements in the attached Training Providers Agreement as the successful supplier will be required to sign it when the contract is agreed

Please complete the quotation form (link to the document is below) and return to in order to be considered for this work.

Only quotations on the form below will be accepted. However, any supporting documents will be considered.

This should be returned by 16.00hrs on 13th September 2013 at the very latest.

Organisations are asked to regularly check this opportunity on Source Leicestershire for any updates. Any advertised opportunity might be updated or removed at short notice due to unforeseen circumstances.

Applicants should note that due to the technicality of the software package being used to create this advert, this Opportunity will become “invisible” at midnight, 12th September 2013. Applicants are therefore requested to save all documentation relating to this Opportunity locally.

Associated Documents

These documents are for information only. Please follow instructions for registration and receipt of full tender/quotation documentation.


Additional information

Contract Type One off
Procurement Process Quotation
Option to extend No
Estimated ValueText Description
Category Training & Conferences,
CPV codes
Suitable for SME YES

Document Available Until

13 September 2013

14 days

Submission Return By

13 September 2013

14 days

extend contract options:


Contact Details

Leicester City Council
Lisa Brownbridge – 0116 252 8923 or after 3rd September 0116 454 4033
New Walk Centre,
Welford Place,
Leicester LE1 6ZG

This contract is being managed by Leicester City Council . To request documentation contact