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Sometimes, professionals encounter behaviours which we experience as aggressive or confrontational, and it can be hard to know what to do. Sometimes things can spiral out of control, sometimes we bodge the situation and then wish we’d done better.
This can lead to staff burnout, and feelings of hopelessness and helplessness, increasing sickness and staff turnover.
It can lead to services making drastic decisions to protect their staff, such as stopping face-to-face contact, which can further distance professionals from the people we serve.
Evidence shows there are often effective ways to de-escalate potentially confrontational situations, and by improving our skills, we can divert and prevent things kicking off – or respond effectively if they do kick off.
This training supports front line professionals and their managers to effectively de-escalate situations and respond effectively and learn from situations where de-escalation is not possible.
- A whistle-stop tour of the brain.
- Removing cause for confrontations
- Understanding the role of inequalities in challenging presentations
- Getting brains (our own and others’) back on track
- Boundaries
- Cooling and diverting an incident
- Learning from incidents
- Children and family social workers
- Adults’ social workers
- Housing officers from local authorities and housing associations
- Police, community protection, and ASB officers
- Job Centres
- Schools
- NHS community and hospital staff
- Mental health services
- Drug and alcohol services
- Domestic abuse services
- Voluntary sector agencies
- Homeless services
- Customer services
Please note this training is targeted at work with people aged 18+, (which can include the families and carers of young people). Despite this, many of the elements of the training will be relevant to work with younger people.