Conflict management: handling violence and aggression

Tuesday, 16 March 2021
Online | 12.00pm-1.30pm

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

What will you learn?

Module one: Looking at conflict

A key approach to managing violence and aggression is to successfully manage conflict. Conflict is not violence and aggression; it is just conflict. Confidence in managing and resolving conflict will prevent escalation to aggression and violence and increases participants capacity to deliver a great service.

  • Course overview
  • Defining Conflict, Violence and Aggression
  • Why conflict, violence and aggression occur
  • Models of conflict
  • How to manage and resolve conflict.

Module two: About violence and aggression

  • Models of violence and aggressive behaviour
    • The aggression curve
    • Fight or flight
  • Communication when aggression is present
    • Transactional Analysis
    • Mehriban’s Theory
  • Signs of aggression
  • How staff can inadvertently inflame the situation
  • The use of Risk Assessment to predict and mitigate violence and aggression.

Module three: What to do when faced with Violence and Aggression

  • The overriding imperative – stay safe
  • Responses to low level aggression
  • Responses to high level aggression 
  • Key tips on dealing with Violence and Aggression
  • The importance of incident review
  • Looking after yourself, post-incident care.

Who is this course for?

Frontline staff and managers working in homelessness and supported housing settings.


How our online training courses work: Each course subject consists of 3 live interactive training modules, which will take place over 3 consecutive weekly installments. The course will be tailored to address the needs of the sector during COVID-19. When you sign up, you will be signing up for all 3 modules.

We ask for a commitment from delegates to attend all 3 sessions. Sessions are not recorded, and slides will not be available until all 3 sessions have taken place.

Module 1: Tuesday, 16 March 2021 | 12.00pm-1.30pm

Module 2: Tuesday, 23 March 2021 | 12.00pm-1.30pm

Module 3: Tuesday, 30 March 2021 | 12.00pm-1.30pm


£75.00 per person - all three modules are included in this price

Payment can be made by card via PayPal. For bookings of 3 or more places, an invoice can be raised - please email to make bookings to be invoiced. We are unable to take requests for invoicing for fewer than 3 people for our online training.

This course is also available to be booked for staff teams of up to 20 people, to be delivered online "in-house" in live interactive sessions on dates to suit your organisation.

Please contact or telephone James on 07375 042 815​ for more information. Prices are from £850 for up to 20 staff members.


For individual/small group bookings for the dates above - Book your place