Conflict Resolution – Level 2

Location: Ella’s Homecare Training Centre, West Hampstead
Delivery: Face-to-Face / Onsite (Same-Day Delivery)
Accreditation: CPD Certified

---

Course Overview

In the home care sector, emotions can run high. Whether it’s a service user feeling frustrated by their loss of independence or a family member stressed by a loved one’s condition, conflict is a challenge every carer will face. At Ella’s Homecare, we believe that mastering conflict resolution is key to maintaining a safe, professional, and therapeutic environment.

Delivered at our dedicated Training Centre, this module provides you with the psychological tools and verbal techniques to de-escalate tension, manage aggressive behavior safely, and reach positive outcomes while preserving the dignity of everyone involved.

---

Training Efficiency & Logistics

We provide a learning environment that turns complex social challenges into manageable skills:

• Same-Day Delivery: Learn to manage and resolve conflict in a single, high-impact face-to-face session.
• 3 to 4 Courses Per Day: Many of our learners pair this with Lone Working or Dementia Care for a complete communication and safety toolkit.
• Role-Play & Discussion: We limit sessions to 10 learners per day. This small group size is vital for practicing de-escalation techniques in a safe, guided setting.

---

Certification & Trust

Your ability to handle difficult situations is backed by professional certification:

• 3-Year Validity: All Conflict Resolution certificates are valid for 3 years from the date of issue.
• QR Code Validation: Every certificate features a unique QR code, allowing employers or CQC inspectors to verify your competency in managing challenging behavior instantly.

---

What You Will Learn

This module covers the theory of aggression and the practical “soft skills” of de-escalation:

• The Stages of Conflict: Recognizing the “Warning and Danger” signs before a situation escalates.
• Effective Communication: Using the “LEAPS” model (Listen, Empathize, Ask, Paraphrase, Summarize) to calm a tense situation.
• Non-Verbal De-escalation: Mastering body language, stance, and “proxemics” (personal space) to lower the temperature of a conflict.
• Understanding Triggers: Exploring why service users may become agitated (pain, cognitive decline, or loss of control) and how to address the root cause.
• Dynamic Risk Assessment: Knowing when a situation is no longer safe to manage alone and how to withdraw and report correctly.

---

Why Train at Ella’s Homecare Training Centre?

As the premier destination for care training in West Hampstead, we offer a superior, supportive learning experience:

• Interactive Role-Play: Practice de-escalation scripts with expert trainers who provide instant feedback on your tone and body language.
• Personalized Support: Conflict can be stressful; our face-to-face sessions allow you to discuss real-world challenges you’ve faced and receive professional guidance.
• Professional Standards: Training at our Centre ensures you represent the calm, capable, and professional standards that Ella’s Homecare is known for.