Managing conflict, violence and aggressive situations

Develop strategies to safely deal with violent incidents and aggressive behaviour from the people you support.

Check your diary

We have scheduled availability for Managing Conflict, Violence and Aggressive Situations.

  • 13 January 2020 in Manchester | Earlybird discount available - BOOK NOW

This course provides practical advice to help you deal with verbal abuse, threats and aggression from service users. You will pick up techniques that can be adapted for use in you work place and learn both pre-emptive strategies and positive action that can be taken both before and/or during an incident to de-escalate the situation. You will also learn what actions to take after an incident has occurred.

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