Course detail
Conflict Management and De-escalation
This theory-based course develops practical awareness of conflict, agitation, aggression and de-escalation in adult health and social care. It focuses on recognising early warning signs, understanding triggers, communicating safely, protecting dignity and rights, seeking help at the right time, and learning from incidents. It is relevant across care homes, domiciliary care, supported living and other CQC-regulated adult social care services in England.
Topics
34
Duration
2h
Quiz pass mark
100%
Course structure
Learning path
Topics are completed in order before the final assessment unlocks.
Course Description
1. Understanding Conflict in Adult Social Care
2. Legal, Regulatory and Organisational Framework
3. Why Conflict Happens
4. Early Warning Signs and Escalation
5. Person-Centred and Trauma-Informed Practice
6. Communication That Reduces Tension
7. Non-Verbal Communication and Personal Space
8. Active Listening, Validation and Empathy
9. Tone, Language and Limit Setting
10. Triggers, Flashpoints and Unmet Need
11. Dementia, Delirium and Cognitive Change
12. Learning Disability, Autism and Communication Needs
13. Mental Health, Distress and Substance Use
14. Pain, Fear, Grief and Physical Illness
15. Environmental and Organisational Triggers
16. Dynamic Risk Assessment
17. Personal Safety, Positioning and Exit Routes
18. Calling for Help and Team Responses
19. De-escalation in Care Homes
20. De-escalation in Domiciliary Care
21. De-escalation in Supported Living
22. Family Members, Visitors and Third Parties
23. Bullying, Harassment and Staff-to-Staff Conflict
24. Weapons, Serious Threats and Emergency Services
25. Restrictive Practice, Restraint and Least Restriction
26. Safeguarding and Abuse
27. After an Incident: Immediate Care and Support
28. Reporting, Recording and Evidence
29. Post-Incident Review and Learning
30. Staff Wellbeing and Psychological Safety
31. Practical Scenarios
32. Key Learning Points
References and Further Reading
Final quiz
Final step20 questions and 100% required to pass and receive the certificate.
