Supporting people in distress sometimes means facing behaviours that challenge. This course helps care staff understand what may cause such behaviour and how to respond in ways that promote safety, dignity, and de-escalation.

Designed for frontline staff in care homes, supported living, and domiciliary care, this full-day session explores practical, person-centred ways to reduce the risk of escalation and respond safely when situations become difficult. Staff will also be introduced to simple, low-risk breakaway techniques to support personal safety.

Managers will find this course supports workforce confidence and contributes to CQC expectations around keeping people safe while providing compassionate, individualised support.

Key Learning

• Types of behaviour that may challenge
• The Behaviour Response Cycle
• Active listening and early intervention
• How personal responses can influence outcomes
• Tools and strategies for de-escalation
• The impact of stance and positioning
• Understanding conflict resolution options
• Introduction to safe breakaway techniques

This course supports care teams to understand and respond effectively to challenging or distressed behaviours using safe, respectful approaches. It emphasises prevention and early intervention, exploring how communication, environment, and staff response all influence the outcome of a situation.

Learners will reflect on behaviours they personally find challenging and consider how their own feelings and reactions can affect outcomes. The session includes practical guidance on verbal and non-verbal de-escalation, conflict resolution, and understanding when to apply breakaway techniques if disengagement is required to protect safety.

Breakaway techniques taught are low-risk and suitable for care environments, focusing on safe disengagement without causing harm. The course reinforces duty of care and the importance of working within agreed procedures and escalation pathways.

Relevant Standards Covered:

Care Certificate Standard 3 – Duty of care

Care Certificate Standard 6 – Communication

Care Certificate Standard 7 – Privacy and dignity

Care Certificate Standard 13 – Health and safety

Open course per person            £117
In-house for up to 6 people      £507
In-house for up to 12 people    £539