Promoting Person-Centred Services

Conflict and Assertiveness

Participants on this one day course will be invited to consider and review their attitudes to conflict and confrontation. We will explore useful approaches and techniques for communicating effectively with individuals whose perspectives may differ radically from our own. We will identify some regular consequences of avoiding confrontation and the advantages and disadvantages of different styles of handling conflict.

Participants will be provided with information and materials to support conflict risk assessments and practical suggestions for effectively managing conflict situations.

During the course of the programme participants will have the opportunity to develop their own verbal and non-verbal practical communication skills so that they can interact assertively with others without resorting to aggression.


  • To develop an understanding of managing conflict and promoting assertiveness for all - this course will promote at a non-hands on approach to conflict management.


Learning Outcomes

By the end of the session participants will be able to

  • feel more confident about handling conflict and confrontation
  • recognize the key requirements for good communication and implement a range of communication techniques to minimise the risk of conflict escalation
  • complete a comprehensive Risk Assessment
  • practise negotiating and defusing skills
  • Implement critical incident management
  • understand how a good team manages conflict
  • feel confident about asserting themselves without becoming aggressive



  • Domestics, Aims, Learning Outcomes, Groundrules, Introductions
  • What is conflict?
  • How do we feel about confrontation?
  • Status/Power/Control
  • Perspectives
  • Relaxation/Confidence/Communication
  • Conflict Management Styles
  • Assessing Risk and Developing a Person Centred Approach to Risk Management
  • Conflict Management Interventions
  • Case Study
  • Set Respectful Limits
  • Action Plan
  • Any Questions
  • Close


Who is it for?

Managers, support staff, people providing services to the public, family members, volunteers, advocates, health practitioners


For further information please contact: 

Tina Thordal – 07815 064710 or e-mail 

Bill Horrocks – 07929 035297 or e-mail