Conflict management: handling violence and aggression

Monday, 11 October 2021
Online | 9.30am-4.00pm

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.


This course consists of 3 live interactive training modules, which will take place during one day, with breaks. 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: Monday, 11 October 2021 | 9.30am-11.00am

Module 2: Monday, 11 October 2021 | 12.00pm-1.30pm

Module 3: Monday, 11 October 2021 | 2.30pm-4.00pm

Cost and bookings

Members - £95 per person - all three modules are included in this price - if you are a Homeless Link member, you will need to login/create a login using your organisation e-mail address in order to access the member rate

Non-members - £125 per person - all three modules are included in this price

Book and pay online

Book online here

Bookings to be invoiced

For bookings of 3 or more places, an invoice can be raised - please email to make bookings to be invoiced. Please provide names and email addresses of the delegates wishing to be booked for the training. We are unable to take requests for invoicing for fewer than 3 people for our online training.

Cancellation policy

Please find our cancellation policy for public online delivered training here

Bookings for larger groups

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.