Conflict Management & De-escalation Training for Frontline Teams
Angry customers, tense colleagues and challenging behaviour wear teams down fast. This course gives staff calm, practical ways to stop situations escalating and keep themselves safe. Every scenario we use comes from your sector.
What the course covers
- Why conflict escalates and the early warning signs
- Calm body language, tone and words that defuse tension
- Handling verbal aggression and challenging behaviour
- When to step back, get help or leave
- Conflict between colleagues and difficult conversations
- Recording and reporting incidents
- Role-plays based on situations your staff actually face
Who it's for: retail, hospitality, security, facilities, healthcare, public-facing and community teams, plus their supervisors.
Format: half-day or full-day, onsite or online. CPD credits are available as an option at an additional cost.
Prefer to train remotely? We can deliver this course live online through Zoom, Microsoft Teams, Google Meet or whatever platform your business already uses.