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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Managing challenging behaviour


The aims of this one day course are to increase knowledge and understanding of why people sometimes act in ways that challenge; and to offer practical strategies for supporting service users and colleagues with dignity and respect whilst meeting your health & safety responsibilities.

Learning Outcomes/objectives

By the end of this course you will be able to:

 Briefly outline both their organisation’s and their personal responsibilities under Health & Safety legislation

 List at least 6 ways that sensory sensitivity, anxiety, stress, pre-existing health conditions may impact on a person’s behaviour

 Describe 4 positive approaches which can be used to improve/adapt communication strategies

 Explain the relevance of the Adults with Incapacity (Scotland) Act 2000 in supporting a person whose behaviour challenges

 State how their personal attitudes and behaviours may contribute to a conflict situation affecting their safety

 Describe at least three ways in which they could defuse/manage a conflict situation appropriately

 Explain the importance of reporting incidents/near misses/safeguarding concerns

Who should attend

All who work with people whose behaviour challenges.

Trainer Info

Mary Andrews

Mary’s professional career began in Adult and Psychiatric nursing practice. Following 14 years working at Staff Nurse, Charge Nurse and Clinical Co-ordinator levels of both in-patient units and day centres, Mary left to work as a supported housing manager for a large housing association before becoming their Training and Development Advisor three years later.

Since 2007, Mary has worked as an independent learning consultant, establishing her credibility with clients and colleagues due to her business-focussed, engaging, and realistic approach. Ensuring all learning initiatives comply with current legislation and best practice Mary’s particular area of expertise is in developing the knowledge, skills and confidence of staff working within health and social care to support adults at risk who experience mental health issues, dementia, learning disabilities and challenging behaviours.

Mary’s qualifications include: Chartered MCIPD, NVQ Level 5 Training & Development Strategy, Accredited Safeguarding trainer, NVQ A1 Assessor: Management, Customer Care, Health & Social Care.

Dates & Locations

19 April 2017, Glasgow


Standard price - Full day - £260 + VAT

Member price - Full day - £235 + VAT

Contributing org. price - Full day - £210 + VAT

Booking Procedure

You can view our online booking procedure here.

Purchase Orders

Please note that if your organisation requires a purchase order number on the invoice, you MUST input this at the point of booking.

Terms and conditions

Please read our terms & conditions carefully before booking.



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