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)
Face to face training
- Available for: Groups
- Duration: One day
- CPD points: 6
Live webinar
- Available for: Individuals, groups
- Duration: Two 2.5 hour sessions
- CPD points: 5
Individual bookings
| Date | Duration and time | Delivery and location | Cost Eligibility and discounts | Book Booking guidance |
| Thursday 12 November 2026 – Friday 13 November 2026 | Two 2.5 hour sessions 10am – 12:30pm | Webinar | £175+VAT | £155+VAT | Book |
| Tuesday 01 December 2026 | Two 2.5 hour sessions 10am – 4pm | Webinar | £175+VAT | £155+VAT | Book |
| Tuesday 02 February 2027 – Wednesday 03 February 2027 | Two 2.5 hour sessions 2pm – 4:30pm | Webinar | £175+VAT | £155+VAT | Book |
| Tuesday 16 March 2027 – Wednesday 17 March 2027 | Two 2.5 hour sessions 10am – 12:30pm | Webinar | £175+VAT | £155+VAT | Book |
| Wednesday 28 April 2027 – Thursday 29 April 2027 | Two 2.5 hour sessions 2pm – 4:30pm | Webinar | £175+VAT | £155+VAT | Book |
| Tuesday 22 June 2027 – Wednesday 23 June 2027 | Two 2.5 hour sessions 10am – 12:30pm | Webinar | £175+VAT | £155+VAT | Book |
What this course covers
Face to face and webinar training includes:
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.
