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Handling challenging situations

Learn how to effectively handle confrontational behaviour and recognise the warning signs.

Course summary

This course covers how to recognise and address challenging situations using strategies developed through psychological theories and relevant case studies.

You’ll learn how to recognise the warning signs of conflict occurring or escalating and use strategies to deal with situations where aggression is escalating.

Course information

Level: Introductory (Level 3)

Live webinar

  • Available for: Individuals, groups
  • Duration: Two 2.5 hour sessions
  • CPD points: 5

Face to face training

  • Available for: Individuals, groups
  • Duration: One day
  • CPD points: 6

Individual bookings

DateDuration and timeDelivery and locationCost
Eligibility and discounts
Booking guidance
Wednesday 25 September 2024 – Thursday 26 September 2024Two 2.5 hour sessions 10am – 12:30pmWebinar£150+VAT | £130+VATBook
Wednesday 11 December 2024 – Thursday 12 December 2024Two 2.5 hour sessions 2pm – 4:30pmWebinar£150+VAT | £130+VATBook

Group bookings

You can book this course for groups.

Contact us about group bookings

What this course covers

Face to face and webinar training includes:

  • identify reasons for anger, confrontational behaviour and the stages of an escalating situation

  • techniques for handling potential difficult situations

  • diffusing and de-escalating skills

  • advanced and creative strategies to calm difficult and aggressive people

  • how to assertively deal with underhand manoeuvres that difficult people might use

What you'll learn

At the end of this training, you'll be able to:

  • describe reasons why people become difficult or aggressive

  • avoid behaviours that exacerbate a person’s difficult behaviour

  • use strategies and language to calm difficult situations and prevent escalation

  • identify the circumstances and behaviours that increase the risk of conflict

  • apply good working practices for protecting yourself

Who this training is for

You're in a role where you need strategies to manage difficult conversations and diffuse situations before they escalate.

You might be a housing officer, housing support worker, or adviser.

Continuing Professional Development

Gain points towards your professional development from the CPD Certification Service with Shelter training and events.

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