Course Profile

Course Profile: Mental Health: Dealing with Conflict & Aggression (1 Day)
The course aims to increase participantsí confidence in dealing with potentially challenging or volatile situations by equipping them with a range of techniques and strategies that can be used to safely manage conflict and or aggressive situations. This practical approach is underpinned by relevant theories including the cycle of aggression and understanding what sits beneath conflict and aggression. The course also highlights essential good practice issues when managing conflict and aggression effectively and safely.

The course is informed by material from RCN, DoH, Suzy Lamplugh Trust, TUC and Rogerian practice etc. The course is set in the context of the Care Act (2014), supports the Social Care Commitment and will help organisations meet the CQC Fundamental Standards. It links with the Code of Conduct for Healthcare Support Workers and Adult Social Care Workers.
The course provides some knowledge for
Care certificate:
QCF: HSC21, 226, 232, 336, 337, 395, 3118
MIS:  1.3.5
The course is designed for support workers in a range of Mental Health settings.


Learning outcomes

By the end of the course learners should understand:

  • What is meant by 'conflict' and 'aggression'
  • The difference between aggression, passivity, passive aggression and assertiveness
  • Factors in supportive living that might produce tensions, the role of frustration.
  • The relationship between substance use and aggressive behaviour.
  • The relationship between Mental Health and aggressive behaviour (incl. the impact of hallucinations and delusions, different levels of insight.)
  • The link between anger and fear.
  • The Cycle of Aggression.
  • The role of the worker in the prevention of aggression. incl. promoting a non-violent environment.
  • Body language; consistent messages; remaining present and focusing
  • Being risk aware; effective communication and planning; the importance of consistent approaches.
  • Communication issues incl. verbal and non-verbal responses.
  • Calming techniques/de-escalation.
  • Staying safe.
  • How the law underpins safe practice.
  • Managing a violent incident.
  • Essential good practice issues including: Supervision, risk assessment; teamwork; record keeping; consistent approaches; effective communication; understanding the limits of role; staying safe; post incident reviews and de-briefs.
  • The key principles of the organisation’s policies in terms of staying safe e.g. lone working
Training methods utilised include: Presentations assisted by PowerPoint, Role-play, Ideas shower, Feedback, Discussion, Chalk & talk, Group work, Handouts.