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Managing conflict, violence and aggressive situations
This course is aimed at front line workers who face verbal abuse, threats and aggression from service users. It provides practical, realistic advice and techniques for participants to adapt and use in their workplace. Delegates will learn both pre emptive strategies and positive action that can be taken when an incident is taking place using the unique ‘CLEAR’ Way.
This course is available training through Homeless Link’s short course programme and can be delivered direct to your organisation as in-house training . If you feel that a currently unscheduled or unlisted course would meet a training need in your region please email training@homelesslink.org.uk with full details.
Who is this course for?
Keyworkers, Support Workers, Resettlement Workers and Outreach Workers
What does this course cover?
This course is aimed at front line workers who face verbal abuse, threats and aggression from service users. It provides practical, realistic advice and techniques for participants to adapt and use in their workplace. Delegates will learn both pre emptive strategies and positive action that can be taken when an incident is taking place using the unique ‘CLEAR’ Way.
You will explore
- The 3 elements of conflict management
- Violence & aggression recognition
- The difference between conflict and crisis management
- The ‘fight or flight’ response
- Methods of safely managing our own reactions
- Developing ‘conflict empathy’
- Managing cooperative and uncooperative service users
- Using the ‘CLEAR’ Way ©
- Post incident management
This course includes the use of realistic role play scenarios and is intensive, demanding, interactive and challenging
“I am now armed with a number of tactics and skills to put to the test in aggressive situations.” Jocelyn Walker, Church Army
Dates
- 31 January 2007