Effective de-escalation approaches to increase safety in frontline work - Thursday, 20 June 2024 - Live online training 10.00am – 1.15pm

10:00-1:15pm 20 June 2024

online learning day



June 20, 2024 - 10:00


June 20, 2024 - 13:30

Increasingly, settings which offer face-to-face support for service users are also environments where staff encounter behaviours which they may experience as aggressive or confrontational.

This can lead to staff burnout, and feelings of hopelessness and helplessness which ultimately manifests in high rates of sickness and the departure of valuable staff.

It also leads to services making drastic decisions to protect their staff, such as deciding not to have face-to-face contact.

The risk is of an increasingly restricted, and poorer quality, service.

Within the context of the need to protect staff, it is often possible to create a safer environment by gaining a better understanding of the situations in which service users themselves may feel threatened, and adopting some important techniques which can de-escalate situations which feel as if they are getting out of control.

Felicity Reed is a highly experienced adult psychotherapist, who has worked directly with, and managed services for, complex and disadvantaged service users. She will include case examples, as well as information about how the brain works, to offer approaches to both avoid and de-escalate confrontational situations.

Format of the training

  • This training takes place live online
  • Details of the sessions, with approximate timings, are given in the Agenda section
  • All sessions will offer an opportunity for questions


What you will get from us

  • Once you have booked, you will be emailed a brief confirmation.
  • Approximately 1-2 weeks prior to the start of the training we will email joining instructions which will include your joining instructions and PowerPoint slides.
  • After you have completed the training, we will email a Certificate of Attendance for your CPD records


Technical heads up

  • If you are part of a large organisation, please check with your IT department that there are no firewalls which will prevent you from accessing the training.
  • We’re here to help, so if you have any problems, just call us or email us (contacts below)


Please feel free to telephone us on 0115 916 3104 or email us

Delegate fee:

 £75+ VAT = £90


Booking Terms and Conditions

  • The latest date for cancellation of standard rate places is 2 weeks prior to the first day of the training event; an administration fee of 25% will be charged for cancellation
  • Substitutions will be accepted, but these must be notified in writing PRIOR to the first day of the training event
  • It is the responsibility of each participant to ensure that they set aside time to access the online sessions; unexpected work or personal events will not entitle the delegate to access later events without re-booking
  • Cancellations should be made in writing to conferences@ccclimited.org.uk up to two weeks before the start of the event and will be acknowledged


Please note that slightly different T&Cs will apply to large group bookings.


Want to book a larger group (over 10)?

  • Discount on the standard price available for these dates
  • Arrange different dates to suit your group
  • Training can be delivered in your workplace or live online just for your group


Call 0115 916 3104 or email conferences@ccclimited.org.uk to arrange

Felicity Reed is an Adult Psychotherapist and UKCP accredited Supervisor with a background in understanding and supporting people who experience mental distress in complex circumstances, such as in homelessness, substance abusing, criminal justice and emergency service contexts.

She has worked for almost twenty years as a practitioner, leader and service designer, creating new ways to meet the needs of those who do not fit easily into traditional support and who, as a consequence, may present with challenging, distressing or offending behaviours.

Felicity currently works for Enfield Council with responsibility for rolling out Community Hubs. She previously worked for PAUSE in Southwark, supporting women with complex needs, many of whom have had multiple children taken into care.


10.00 – 10.10

Introduction and overview:

the fears and challenges of frontline service providers…and of service users

10.10 – 10.35

A whistle-stop tour of the brain: trauma, stress and what calms the brain down

10.35 – 11.00

Removing cause for confrontations by avoiding the perception of punitive responses: how we need to shape our actions in the light of inequalities relating to socio-economic class, gender, race, ability, poverty, age etc

11.00 – 11.45

Getting brains (our own and others’) back on track to de-escalate challenging situations: three techniques

11.45 – 12.00


12.00 – 12.30

Boundaries: how to view them, how not to view them, and how to use them

12.30 – 1.15

Learning from incidents: breakdowns of safety can be used as an opportunity to deliver a better and safer service

(case-study based session)

Please note: each session will include an opportunity for participants to ask questions.

  • 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 that the training is relevant to professionals working with service users aged over 16.



0115 9163104