De-escalating aggression and conflict

Online

Who’s it for and what’s it about

This training course is suitable for frontline staff who are in regular contact with members of the public and service users who may become frustrated, upset or aggressive.
The training focuses on verbal and non-verbal communication used to calm and defuse conflict. These methods are intended to be successful prior to the need to use any physical intervention or exit strategy and include approaches to providing service, recognition of warning signs, de-escalation models and cultural awareness.

Course content

Using a brain-based model of thinking about what the key social/behavioural drivers for behaviour are, we are able to:

    • Identify external sources that trigger stressful feelings 
    • Identify what needs are being challenged
    • Prescribe possible causes and coping strategies
    • Provide practical cues for dealing with conflict situations in real workplace situations

Learning outcomes

    • Understand and use a stress-based model of understanding aggression and challenging behaviours.
    • Use ideas and techniques which will enable staff to reduce the triggers for aggression in their work environment, in line with best practice and using real life examples.
    • Use tactics and strategies which will assist staff in protecting themselves and safeguard their clients and customers without the need for physical intervention.

Course date: 07/05/2025
Delivery: Remote delivery 
Trainer: Seamus Corry
Cost: Member £195 / Non-Member £325
Book your place HERE or email info@share.org.uk