De-escalation & Conflict Management in Care

About Course

De-escalation & Conflict Management in Care equips learners with the knowledge and communication skills needed to safely reduce tension, prevent escalation, and respond appropriately to distressed or aggressive behaviour.

The course focuses on early recognition, calm communication, emotional control, and professional response to ensure safety, dignity, and wellbeing for both staff and individuals receiving care.

By the end of this course, learners will be able to:
Recognise early warning signs of distress or escalation
Use verbal de-escalation techniques effectively
Maintain safe positioning and personal space
Control their own emotional responses
Respond professionally and safely in difficult situations
Understand when to seek help from supervisors
Document incidents clearly and appropriately

Course Content

Understanding Conflict and Escalation
This module introduces the causes of conflict and how behaviour can escalate if not managed appropriately. Key Topics: What causes distress and aggressive behaviour Behaviour as communication Stages of escalation Importance of early intervention Role of care staff in prevention

1. The Biology of Conflict: The “Triune Brain”
2. The Assault Cycle (Detailed Stages)
3. “The Aggression Cycle” & The Staff Role
4. Why Behaviour Escalates
Module 1 Quiz (Advanced)

Recognising Early Warning Signs
This module focuses on identifying verbal, emotional, and physical signs of escalation. Key Topics: Changes in tone of voice Body language indicators Signs of anxiety, frustration, or anger Environmental triggers Risk awareness

Verbal De-escalation Techniques
This module teaches safe and effective communication strategies to calm situations. Key Topics: Using calm and respectful tone Active listening skills Non-threatening communication Avoiding confrontational language Offering reassurance

Safe Positioning and Emotional Control
This module focuses on personal safety and maintaining professional composure. Key Topics: Maintaining safe distance Respecting personal space Non-threatening body posture Emotional self-control Staying calm under pressure

Professional Response, Reporting, and Support
This module explains when to seek assistance and how to document incidents properly. Key Topics: When to call supervisors or senior staff Importance of teamwork Incident documentation principles Objective and factual reporting Learning from incidents

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De-escalation & Conflict Management in Care

About Course

What Will You Learn?

Course Content

1. The Biology of Conflict: The “Triune Brain”

2. The Assault Cycle (Detailed Stages)

3. “The Aggression Cycle” & The Staff Role

4. Why Behaviour Escalates

Module 1 Quiz (Advanced)

Recognising Early Warning Signs
This module focuses on identifying verbal, emotional, and physical signs of escalation. Key Topics: Changes in tone of voice Body language indicators Signs of anxiety, frustration, or anger Environmental triggers Risk awareness

1. Physiological Signs (The “Body’s Alarm”)

2. Verbal Indicators (The “Voice of Distress”)

3. Non-Verbal Indicators (The “Action Signals”)

4. Risk Awareness & Environmental Triggers

2 Quiz: Early Warning Signs

Verbal De-escalation Techniques
This module teaches safe and effective communication strategies to calm situations. Key Topics: Using calm and respectful tone Active listening skills Non-threatening communication Avoiding confrontational language Offering reassurance

1. The 3 C’s: Calm, Clear, and Concise

2. Active Listening (The “Talk Down” Method)

3. Avoiding Confrontational Language

4. Giving “Small Choices”

5. The “Broken Record” Technique

Quiz: Verbal Techniques

Safe Positioning and Emotional Control
This module focuses on personal safety and maintaining professional composure. Key Topics: Maintaining safe distance Respecting personal space Non-threatening body posture Emotional self-control Staying calm under pressure

1. The “Safety Triangle” and Personal Space

2. Positioning for Exit

3. Emotional Self-Control (The “Self-Check”)

4. Non-Threatening Eye Contact

Quiz: Positioning and Control

Professional Response, Reporting, and Support
This module explains when to seek assistance and how to document incidents properly. Key Topics: When to call supervisors or senior staff Importance of teamwork Incident documentation principles Objective and factual reporting Learning from incidents

1. Knowing When to Withdraw (The “Limit of Competence”)

2. The Post-Crisis Phase (Recovery)

3. Professional Incident Reporting

4. Staff Debriefing and Self-Care

Professional Response & Reporting

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Company

Contact Info

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About Course

What Will You Learn?

Course Content

1. The Biology of Conflict: The “Triune Brain”

2. The Assault Cycle (Detailed Stages)

3. “The Aggression Cycle” & The Staff Role

4. Why Behaviour Escalates

Module 1 Quiz (Advanced)

Recognising Early Warning Signs This module focuses on identifying verbal, emotional, and physical signs of escalation. Key Topics: Changes in tone of voice Body language indicators Signs of anxiety, frustration, or anger Environmental triggers Risk awareness

1. Physiological Signs (The “Body’s Alarm”)

2. Verbal Indicators (The “Voice of Distress”)

3. Non-Verbal Indicators (The “Action Signals”)

4. Risk Awareness & Environmental Triggers

2 Quiz: Early Warning Signs

Verbal De-escalation Techniques This module teaches safe and effective communication strategies to calm situations. Key Topics: Using calm and respectful tone Active listening skills Non-threatening communication Avoiding confrontational language Offering reassurance

1. The 3 C’s: Calm, Clear, and Concise

2. Active Listening (The “Talk Down” Method)

3. Avoiding Confrontational Language

4. Giving “Small Choices”

5. The “Broken Record” Technique

Quiz: Verbal Techniques

Safe Positioning and Emotional Control This module focuses on personal safety and maintaining professional composure. Key Topics: Maintaining safe distance Respecting personal space Non-threatening body posture Emotional self-control Staying calm under pressure

1. The “Safety Triangle” and Personal Space

2. Positioning for Exit

3. Emotional Self-Control (The “Self-Check”)

4. Non-Threatening Eye Contact

Quiz: Positioning and Control

Professional Response, Reporting, and Support This module explains when to seek assistance and how to document incidents properly. Key Topics: When to call supervisors or senior staff Importance of teamwork Incident documentation principles Objective and factual reporting Learning from incidents

1. Knowing When to Withdraw (The “Limit of Competence”)

2. The Post-Crisis Phase (Recovery)

3. Professional Incident Reporting

4. Staff Debriefing and Self-Care

Professional Response & Reporting

Student Ratings & Reviews

Useful Links

Company

Contact Info

Address

Recognising Early Warning Signs
This module focuses on identifying verbal, emotional, and physical signs of escalation. Key Topics: Changes in tone of voice Body language indicators Signs of anxiety, frustration, or anger Environmental triggers Risk awareness

Verbal De-escalation Techniques
This module teaches safe and effective communication strategies to calm situations. Key Topics: Using calm and respectful tone Active listening skills Non-threatening communication Avoiding confrontational language Offering reassurance

Safe Positioning and Emotional Control
This module focuses on personal safety and maintaining professional composure. Key Topics: Maintaining safe distance Respecting personal space Non-threatening body posture Emotional self-control Staying calm under pressure

Professional Response, Reporting, and Support
This module explains when to seek assistance and how to document incidents properly. Key Topics: When to call supervisors or senior staff Importance of teamwork Incident documentation principles Objective and factual reporting Learning from incidents