Choosing the Right Training Format to Manage Aggressive Behaviours: eLearn, Face-to-Face or Both?

As workplace incidents of occupational violence and aggression (OVA) continue to impact staff safety and organisational wellbeing, it has never been more important to provide effective training that empowers teams to manage aggressive behaviours confidently and competently. But one of the biggest decisions faced by OHS professionals, HR managers and team leaders is how to deliver that training.

Should you opt for eLearning, face-to-face delivery, or a combination of both?

At Holland Thomas, we understand that choosing the right training format isn’t just a logistical decision, it’s a critical strategic investment that can determine the long-term safety and resilience of your staff.

From Compliance to Competence

Managing aggressive behaviours in the workplace requires more than a tick-box approach. The goal should not just be compliance, but competence. A poor or unprepared response in a high-stress incident can have lasting consequences: physical, psychological, and financial.

Effective training should equip your people with the skills, knowledge, and confidence to:

• Recognise early warning signs
• De-escalate tense situations
• Respond appropriately under pressure
• Make safe, informed decisions

To determine the most suitable training format, organisations should consider the following eight guiding questions:

1. What is the likely volume and severity of incidents?
2. What prevention strategies are currently in place?
3. What response resources are available and how quickly?
4. What skills and support do staff need in the moment?
5. What is the current level of capability across teams?
6. Has previous training been effective?
7. How will the success of future training be measured?
8. What are the potential risks of not investing in training?

Once you’ve assessed these areas, it becomes clearer what kind of training is needed, and whether a digital, in-person, or blended model will fill the identified gaps.

The Case for eLearning

Modern eLearning solutions can offer robust and engaging ways to upskill your workforce, particularly when designed with adult learners in mind. Some of the benefits of this format include:

• Accessibility: Training can be accessed anytime, anywhere, ideal for geographically dispersed teams or shift-based rosters.
• Self-paced Learning: Staff can absorb content at a comfortable pace and revisit it when needed.
• Consistency: Everyone receives the same messaging and core knowledge.
• Scalability: Easily delivered to large workforces.
• Cost-effectiveness: Eliminates the need for travel, venues, and facilitator fees.

eLearning is especially useful for building awareness and improving attitudes around managing aggressive behaviours. Staff can learn the fundamentals of:

• Occupational violence and aggression
• Risk factors and early indicators
• Legal obligations
• Communication and conflict resolution techniques

It also reduces logistical strain on HR teams and allows for easy tracking of training completion.

However, it’s important to be mindful of potential limitations:

• Digital literacy requirements
• Lack of real-time feedback or personalised coaching
• Motivation drop-off without structured accountability

Follow-up and reinforcement strategies are important to ensure knowledge is retained and applied.

The Value of Face-to-Face Training

Face-to-face training remains the gold standard for experiential learning, especially when managing behaviours in high-stress or high-risk situations.

Some of the advantages include:

• Interactive Learning: Peer-to-peer discussion, real-time feedback, and live role plays enhance understanding.
• Skill Practice: Participants can rehearse and refine their responses to simulated challenges.
• Behaviour Change: Observational learning and social cues support attitude shifts.
• Personalisation: Facilitators can adapt to specific sector or workplace dynamics.
• Supportive Environment: Safe space for staff to ask questions and share past experiences.

When delivered by sector-specific experts, face-to-face workshops have a powerful impact on:

• Building confidence in personal safety decision-making
• Enhancing safety leadership across teams
• Reinforcing learning through practice and reflection

However, face-to-face training also presents challenges:

• Higher upfront cost (facilitators, venues, travel)
• Rostering and scheduling difficulties
• Limited reach (especially in remote areas)

The Hybrid Advantage: Blended Learning

In many cases, the best option isn’t either/or, it’s both.

A blended approach allows organisations to combine the reach and flexibility of eLearn with the depth and impact of face-to-face learning.

Common hybrid models include:

• eLearn as a prerequisite: Staff complete foundational modules online before attending in-person sessions.
• eLearn for everyone; face-to-face for high-risk roles: All staff receive baseline training, with advanced training provided to targeted teams.
• eLearn for ongoing reinforcement: Use online learning to follow up and embed key skills after face-to-face workshops.

Blended learning also supports broader organisational goals:

• Minimising risk
• Reducing incident-related costs
• Building a confident and competent workforce
• Meeting OHS compliance standards

It can also serve as a strong indicator of leadership commitment to wellbeing and safety.

Making the Right Choice

Your decision should be guided by more than just budget or convenience. Instead, consider:

• Nature of the incidents staff face
• Learning preferences and literacy levels
• Geographic spread of teams
• Urgency of training needs
• Available internal resources and support

What matters most is that your training program is:

• Practical: Built on real-world examples and strategies
• Relevant: Tailored to your team’s needs and working environment
• Effective: Focused on long-term capability, not short-term compliance

How Holland Thomas Can Help

Whether you choose eLearn, face-to-face, or both, Holland Thomas will work with you to:

• Understand your specific safety challenges
• Assess existing capability and risk factors
• Recommend a format that meets your learning and operational needs

Our programs:

• Build personal safety leadership
• Enhance staff wellbeing and resilience
• Reduce incidents and associated costs
• Strengthen your reputation and fulfil your duty of care

Final Word: Are You Ready to Act?

How will you enhance your staff’s skills and improve service levels in the next six months?

Making the right choice now could protect your people, your clients, and your organisation in the future.

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Travis Holland
Managing Director
Holland Thomas

Should you wish to discuss strategies to improve your staff’s safety in their work environment, please feel welcome to contact Holland Thomas.

Passionate about creating safer workplaces our goal is to enhance wellbeing for all concerned, whilst also delivering improved operational and financial performance.

This blog draws on our years of experience delivering our M.A.B.™ Staff Safety Training (Contextualised Prevention and Management of Aggressive Behaviours) across Australia, and the development of My Safety Buddy, our smartphone app and web portal based lone worker safety system.