Nurses and other health care staff frequently encounter a range of aggressive and other 'challenging behaviours' at work from clients and colleagues. In response to staff concerns, an abundance of state and national policies are now available but it is left up to individual employers to decide how best to implement them at a local level. In this paper we offer an education and training model which is conceptually sound, practical in application, and suitable for health care staff at different levels in the organisation. The importance of understanding challenging behaviour from an interactional perspective, and the educational principles on which training should be founded, are discussed. Finally, the cost of training and the need for program evaluation are considered.