Download a printable application form (PDF, 247k) for this course.
Key issues addressed by this course:
Identify key factors that contribute to conflictual situations and the practical implications of how to respond to them
The signs and effects of different substances on aggressive behaviour - including those you would not expect
Learn how to use "territory" and the environment you're seeing the person in to your advantage
Develop de-escalation skills with clients
Use the facilitation-assertion balance to successfully defuse difficult situations with clients
Learn what are TRUE predictors of risk and explode common myths
Explore the relationship between clients' mental health problems and how to handle conflict with them
How would you deal with the following?
A client is swearing in every sentence they use with you. Do you challenge it or not ?
A client has been pacing around the room complaining about the bad service you offer. You are sitting down. They suddenly stand over you. What are your options ?
You have a choice of seeing a difficult client in your home or at your place of work. What are the pros and cons of each option ?
This course will help you to deal with these and many other similar cases.Course Outline:
09.30 Registration
09.45 Common conflict situations
(Small group exercise and discussion)
10.45 Preparatory issues – conflict prevention (1)
(Presentation, demonstration & discussion)
-non-verbal personal behaviour and cuing
11.00 Refreshments
11.15 Preparatory issues – conflict prevention (2)
- the assertion/facilitation balance
(Presentation, practice & discussion)
11.45 Identification of cues of possible escalating conflict
- Situational, verbal and non-verbal
(Presentation, demonstration & discussion)
12.30 Lunch Break
13.30 De-escalation strategies
(Presentation, demonstration, practice & discussion)
- The importance of the control of pacing
- Key verbal and non-verbal techniques
15.00 Refreshments
15.15 “If things start getting physical…”
Non-physical methods of responding
(Demonstration, practice & discussion)
15.45 Understanding and addressing mental health issues within conflict situations
(Presentation & discussion)
16.15 Plenary
(Q & A)
16.30 Finish
Course Leader:
Paul Grantham
MSc, M.Clin.Psychol, C.Psychol
Paul is a clinical psychologist with a background within the NHS in community care. He currently trains extensively within the NHS, Social Services and the Independent sector on a range of therapy based topic areas. His interests currently lie in addressing obstacles to personal and behavioral change. An extensively informed, and humorous presenter, he emphasises the practical rather than just the theory of client based work
