Effective management of violence and conflict is a critical skill in diverse professional settings. This course equips participants with the knowledge and techniques necessary to de-escalate conflict, maintain safety, and foster respectful communication.

Grounded in trauma-informed and person-centred approaches, the course explores the psychological, emotional, and situational dynamics that can lead to conflict, offering strategies to respond effectively and compassionately.

1.5 days training with a workbook based assessment = 20 hours CPD

Day One: 09:00 – 17:00

Day Two: 09:00 – 13:00 (21st May, Please book separately - additional fee £50, total course fee £170)

Participants must complete Day One before Day Two and complete their workbook to gain certification. Workbook assessments are due two weeks after Day Two (4th June) and must be submitted by email.

Taught by an accredited VictimFocus facilitator, Sarah Turner, who has over 25 years experience working in the Health and Social Care sector, is a registered Social Worker and is the Founder of Phoenix Training.

Learning Objectives:

• Understand the factors contributing to conflict and violence, including trauma and environmental triggers.

• Develop skills in non-contact de-escalation, active listening, and maintaining professional boundaries.

• Recognise and assess early warning signs of escalating behaviour.

• Apply person-centred strategies to manage and reduce the risk of conflict.

• Enhance emotional resilience and self-care practices for managing challenging situations.

Key Course Features:

1. Trauma-Informed Practice
Learn how past experiences shape behaviour and how to respond with empathy and understanding.

2. De-escalation Techniques
Explore verbal and non-verbal methods to manage tension, prevent escalation, and resolve disputes.

3. Boundary Setting
Understand the importance of clear, respectful boundaries to create a safe and predictable environment.

4. Dynamic Risk Assessment
Gain practical tools to evaluate risks in real-time and adapt responses effectively.

5. Conflict Resolution Strategies
Develop collaborative solutions through negotiation, empathy, and problem-solving.

6. Emotional Wellbeing and Self-Care
Address the emotional toll of managing conflict and learn strategies for maintaining mental health.

7. Interactive Scenarios
Participate in role-plays and case studies to apply learning in real-world situations.

Delivery:

The course combines theory, practical exercises, and reflective discussions to ensure participants leave with confidence in their ability to handle conflict constructively.

Target Audience:

This course is designed for professionals in health and social care, education, community services, and other sectors where conflict management is an essential skill. It is ideal for anyone seeking to enhance their ability to manage challenging interactions while prioritising safety, respect, and effective communication.

This course on managing violence and conflict is relevant across a wide range of professional settings, including:

1. Healthcare and Mental Health Services
Hospitals and clinics (e.g. emergency departments, mental health wards)
Community mental health teams
Addiction and rehabilitation centres

2. Residential and Social Care Settings
Care homes for older adults or individuals with disabilities
Supported living environments
Residential settings for individuals with complex needs

3. Educational Institutions
Schools, colleges, and universities
Alternative education provisions and special education needs (SEN) settings
Boarding schools and dormitories

4. Public and Community Services
Housing services and homeless shelters
Community centres and youth clubs
Social work settings

5. Security and Public Safety
Public-facing security roles (e.g., in shopping centres, events, and transportation hubs)
Local council enforcement teams (e.g., parking, housing, or neighbourhood safety officers)

6. Non-Profit and Charity Organisations
Domestic violence shelters and crisis intervention centres
Advocacy services for vulnerable populations
Outreach services working with at-risk individuals

7. Corporate and Customer-Facing Roles
Call centres handling distress or complaints
Retail environments with customer disputes
Hospitality industry staff dealing with difficult guests

A CPD certificate from VictimFocus will be provided via email at the end of the course.

Ticket Prices: £120 per person payable in advance (plus Eventbrite fees).