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Conflict management: handling violence and aggression
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.
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