Conflict Resolution Skills for Support Workers

Course Overview

This course provides a specialized tactical framework for managing disagreements and high-tension situations within residential and community support environments. It focuses on the customization of resolution strategies to account for the unique communication needs and behavioral triggers of NDIS participants, ensuring that conflict is managed without damaging the support relationship.

Aligned with the NDIS Practice Standards for “Management of Challenging Behavior” and “Incident Management,” this training equips staff with the skills to remain neutral and objective. Participants will learn how to transition from “confrontation” to “collaboration,” maintaining a safe and calm environment for participants, families, and colleagues alike.

What You’ll Learn

• Identify the common drivers of conflict in SIL (Supported Independent Living) settings, from “communal living” friction to unmet sensory needs.

• Master “De-escalation Techniques,” including the use of low-arousal body language, tone control, and strategic silence.

• Navigate the “Conflict Resolution Process”—from immediate cooling-off periods to facilitated mediation and long-term resolution.

• Clarify “Roles and Responsibilities,” understanding when a support worker should intervene and when a situation requires escalation to a Team Leader or external mediator.

• Execute “Objective Documentation” that captures the facts of the conflict, the triggers identified, and the agreed-upon outcomes without bias.

• Master “Interest-Based Relational” (IBR) coaching to help participants find common ground in shared living spaces.

• Understand the “Dignity of Risk” and how to manage conflicts that arise from a participant’s right to make choices that staff may disagree with.

• Apply skills through “Practical Scenarios” that simulate real-world SIL challenges, such as roommate disputes or disagreements over household routines.

Course Modules

• Understand Conflict in SIL Settings

• Master Communication and De-escalation Techniques

• Execute Conflict Resolution Processes

• Identify Roles and Responsibilities in Conflict Situations

• Document Conflicts and Resolutions

• Apply Skills through Practical Scenarios

Designed For

• Frontline disability support workers and SIL practitioners.

• NDIS house leads and team leaders.

• Psychosocial recovery coaches and behavior support practitioners.

• Support coordinators managing multi-provider or complex family dynamics.

• Operations managers focused on reducing workplace stress and incident rates.