Delivered by The Training Exchange – build confidence and skills to de-escalate conflict and handle challenging behaviour at work.

This practical and interactive training is designed to develop confidence, understanding and skills for de-escalating situations and dealing with challenging behaviour in work-related settings.

Through discussion, reflection, case studies and practical exercises, participants will explore the causes of conflict and escalation, consider their own responses, and develop practical strategies for managing challenging situations effectively. The course also provides opportunities to reflect on workplace implications, self-care and wellbeing.

Who should attend?

This course is designed for client-facing staff and volunteers working in advice, support and community services. It will be particularly relevant for those who encounter challenging situations, conflict or aggressive behaviour in the course of their work.

The course is suitable for anyone looking to develop their confidence, understanding and skills in preventing and de-escalating challenging situations.

As places are limited and demand is often high, please only book a place if the training is relevant to your role and you are confident you can attend.

What will be covered?

The course explores:

Understanding challenging, aggressive and difficult behaviour, including contributory factors and our personal responses to behaviour

Exploring conflict and escalation, including how situations develop and how we respond

Approaches to preventing, managing and de-escalating challenging situations

Practical skills, techniques and strategies for responding effectively to challenging behaviour

Workplace implications, self-care and wellbeing

About the trainer

This training is delivered by Susan Lawrence of The Training Exchange. Susan is a creative trainer, facilitator and Dramatherapist with over 30 years' experience. Her background includes community work, social work and dramatherapy, and she currently facilitates trauma-informed reflective practice groups. Susan uses creative and inclusive approaches to support confidence, authentic communication and skills development.

About the Mental Health and Wellbeing Programme

This free training is provided through the ACFA Mental Health and Wellbeing Project. The programme supports client-facing staff and volunteers across Bristol's advice sector to strengthen their knowledge, confidence and wellbeing, helping them respond effectively to clients' needs while building stronger connections across the sector.

Venue information

Lunch and refreshments will be provided.

Limited free on-street parking is available nearby.

Further information will be shared with registered delegates closer to the training date.

Description supplied by the event organiser.