Conflict Management: violent and aggressive behaviour

Practical training to help you deal with verbal abuse, violence, threats and aggression. Learn techniques that can be adapted for use in your service, pre-emptive strategies and positive action, and de-escalation skills. You will also learn what actions to take after an incident has occurred.

Online learning

If you are interested in potentially running this topic through our live, interactive online in-house offer please contact James Cuming on 07375 042 815 or 

Who is this course for?

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

What will you learn?

On completion of this course you will:

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


One-day course

Costs (in-house training)

This course can be booked in-house for a team of up to 16
Members: £799
Associate members: £920
Non members: £1,150

"Just wanted to say how much we all enjoyed the training and how relevant it was for us."

Project Manager, Streetwise Opera

Talk To Us

James Cuming

Training manager

James our training manager develops and manages Homeless Link's in-house training programme.

Telephone: 020 7840 4450
Twitter: @TrainingHL