Through interactive activities, group discussion, case studies, and videos, learners will explore common behaviour triggers, communication cues, and the tools needed to de-escalate situations. The course supports staff to recognise the signs of rising tension and respond appropriately, while reflecting on how their own behaviour can influence outcomes.

This training is suitable for anyone working in residential, supported living, or domiciliary care and promotes a person-centred approach to behaviour support.

Key Learning

• What is meant by conflict and challenging behaviour
• Factors that influence how people behave
• Understanding fear, anger, and unmet needs
• The ABC (Antecedent, Behaviour, Consequence) approach
• Recognising cues to behaviour change
• Common reasons behind behaviour escalation
• Using active listening to support de-escalation
• Techniques for managing conflict and maintaining calm

Learners will consider common reasons behind challenging behaviour in both younger and older individuals, including cognitive, emotional, environmental, and physical factors. The course introduces the ABC approach, a practical tool to help staff understand what leads to behaviour and what happens as a result — supporting better reflection and response planning.

Through role play, group exercises, and case examples, the session builds confidence in identifying early signs of distress and using techniques such as active listening, positive engagement, and de-escalation strategies to reduce risk and maintain supportive relationships.

This course supports a compassionate, non-judgemental approach, reinforcing that behaviour is often an expression of unmet needs or communication difficulties, and that care staff can play a vital role in responding safely and respectfully.

Relevant Standards Covered:

Care Certificate Standard 3 – Duty of care

Care Certificate Standard 5 – Work in a person-centred way

Care Certificate Standard 6 – Communication

Care Certificate Standard 7 – Privacy and dignity

Care Certificate Standard 13 – Health and safety