Description Working in disability support can involve challenging situations with clients, families, or colleagues. This module builds practical skills to manage and de-escalate conflict while maintaining professionalism and safety.

Overview This module provides specialised skills training relevant to support workers delivering safe, ethical, and person-centred care, focusing on recognising, managing, and resolving conflict constructively.

Course Content Topic 1: Understanding sources of conflict in disability support Topic 2: Communication techniques to prevent and de-escalate conflict Topic 3: Managing emotional responses and staying professional under pressure Topic 4: Knowing escalation pathways and when to seek support

Delivery Mode: On demand, fully online Duration: Approximately 1 hour (self-paced) Target Audience: Support workers, AHAs, carers, educators, and others in disability support

Course Objectives

• Develop a practical understanding of why conflict arises in support settings

• Recognise early signs of conflict and how to prevent escalation

• Use communication and emotional regulation techniques to manage difficult situations

• Strengthen confidence in maintaining professionalism and knowing when to escalate