Conflict Mediation and Reduction Services
Managing & Dealing with Challenging Behaviour
Conflict can create all sorts of complex emotions for the practitioner, service user or young person. Conflict can take place on a multitude of levels and can be exacerbated within groups and different or unfamiliar settings such as 'residentials' or outreach work in communities.
The course aims to raise participants’ understanding of the background to conflict and the contribution they can make to either calming or escalating a confrontation.
During the training day participants will engage with interactive material, learning and practising key skills to build their confidence and to maintain composure whilst de-escalating conflict. Receiving real-time feedback so that they can continually improve.
The Managing and Dealing with Challenging Behaviour course aims to impart key skills to participants so they are better able to:
All employees or 'Front Line' practitioners who have to face angry, aggressive or demanding service users.
Get in touch with us to discuss your needs and get your quote
The course aims to raise participants’ understanding of the background to conflict and the contribution they can make to either calming or escalating a confrontation.
During the training day participants will engage with interactive material, learning and practising key skills to build their confidence and to maintain composure whilst de-escalating conflict. Receiving real-time feedback so that they can continually improve.
The Managing and Dealing with Challenging Behaviour course aims to impart key skills to participants so they are better able to:
- Identify the key components present in all angry confrontations
- Recognise different stages of conflict escalation
- Recognise the signs of conflict and aggression
- Maintain composure when responding to conflict and aggression
- Use skills to manage their words, phrases and body language
- Demonstrate skills to stay calm and manage angry behaviour
- Triggers to aggressive behaviour
- Understanding client's needs when they are angry
- Stages of conflict escalation
- How our safety can be compromised
- Reading signs and symptoms of aggression
- Managing conflict ‘flashpoints’
- Understanding our natural response to conflict
- Understanding the impact of ‘red rag’ words and phrases
- Managing our body language during conflict
- Staying calm and managing our own responses
- Structuring and controlling the conversation
- Listening and calming the situation
- Acknowledging difficulties and customer emotions
- Managing unpredictability (drugs, alcohol, mental illness, etc.)
- Saying no effectively
- Handling abusive behaviour
- Solving the problem
All employees or 'Front Line' practitioners who have to face angry, aggressive or demanding service users.
Get in touch with us to discuss your needs and get your quote