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Learn how to safely manage and de-escalate volatile situations and resolve conflict.

Who is this course for?

It is suitable for frontline staff and volunteers in the homelessness and supported housing sector.

What will you learn?

  • How to recognise violence & aggression
  • The difference between conflict and crisis management
  • The ‘fight or flight’ response and how it relates to conflict
  • What your personal conflict management style is and how to adapt it when needed
  • Different psychological models of communication to support managing conflict
  • A range of methods to safely manage your own reactions to conflict
  • How to manage cooperative and uncooperative clients
  • How to manage conflict in a range of working situations from the workplace to your client work
  • How small changes to your working environment can improve your safety
  • Effective post incident management with your client's, colleagues and as an organisation
  • What your action plan will be going forward in managing conflict, violence or aggression.



Sessions are not recorded. Slides will be sent electronically.

Cost and bookings

Member rate: £125 per person

Non-Member rate: £165 per person


Bookings can be made via Eventbrite.

If you are booking training places for 3 or more people an invoice can be raised, please email Lana.Newby@homelesslink.org.uk with the names and email addresses of the delegates you wish to book.

Cancellation policy

Please find our cancellation policy for public online delivered training here

Equalities, Diversity and Inclusion

Homeless Link is committed to Equalities, Diversity and Inclusion. We agree that we must recognise and value difference and recognise and redress inequality and disadvantage. Please click here to read our EDI statement in full.

Bookings for larger groups

This course can be booked by staff teams of up to 20 people on dates that are convenient for your organisation. It can be delivered either through live interactive sessions online or in person.

Please contact James.Cuming@homelesslink.org.uk or telephone James on 07375 042 815 for more information. Prices are from £990 for up to 20 staff members.

Book now