Employment Investigations & Disciplinary Procedures
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Conflict Management & De-Escalation Skills
Conflict management is an essential skill in both personal and professional settings. This course will teach you effective strategies to de-escalate conflicts and promote peaceful resolutions.
295
Online
9:30am - 4:30pm
1 day
About this course
This training course is relevant for any organisation or professional setting where individuals work with others, whether that's colleagues, clients, customers or the general public. Conflict is a natural part of human interaction, and knowing how to manage it effectively reduces stress, improves communication and maintains a positive environment.
Many professionals are required to carry out investigations and conversations as part of their role. This work may involve situations that can lead to conflict. It is essential to be aware of the potential for conflict and how to assess the risk, de-escalate it, take precautions and if it becomes necessary protect yourself in these potentially hostile situations.
Why choose this course
This course is valuable for any team aiming to build a more respectful and communicative workplace culture.
Reduces workplace tension: Prevents small issues from becoming bigger disputes.
Protects wellbeing: Teaches staff how to stay calm and manage stress in challenging situations.
Supports professional conduct: Helps maintain standards of respect, particularly in high-pressure roles.
Improves outcomes: De-escalation can lead to better cooperation and quicker resolutions.
Legal and reputational protection: Especially in public-facing or vulnerable sectors, de-escalation training helps avoid complaints or incidents that could damage an organisation’s image.
Course syllabus
Key learning points
- Recognise the signs of aggression.
- Know the importance of de-escalation.
- Use communication skills effectively.
- Understand how to defuse a situation with an aggressive person.
- What helps and inhibits communication.
- Demonstrate de-escalation techniques.
- Explain the stages of a violent episode (Kaplan and Wheeler).
- Explain the ‘Batari box’ and how this affects our relationship in potential conflict.
- Explain the Behavioural Influence Stairway Model (BISM). This model was devised by the FBI to resolve conflict with a person. The model is 90% effective in resolving conflict without using force.
- Consider risks – the factors that should be considered when thinking about personal safety.
- Use the People, Environment and Task (PET) risk assessment method.
- Have improved communication skills when we are dealing with an aggressive person.
- Know how to handle confrontational situations.
- Have a greater awareness of what is situational awareness. How we can improve our situational awareness and what are the barriers to situational awareness. A short video is used to assess the delegates situational awareness.
Learning tools:
- Trainer-led interactive discussions.
- Plenary sessions.
- Practical exercises.
- Case studies.
- Role-plays and debriefs.
Who should attend:
This training will be of benefit to anyone who may encounter a difficult of hostile situation as part of their job, such as:
- Customer service teams: they often face complaints or difficult customers.
- Healthcare and medical staff: regularly work with distressed or vulnerable individuals.
- Education professionals: manage student behaviour and parental concerns.
- Security personnel: de-escalation reduces the need for physical intervention.
- Social care workers: deal with emotionally charged situations in people’s lives.
- Managers and HR staff: responsible for resolving internal conflicts between employees.
- Public sector workers: council staff, housing officers and others who engage with the public.
Please book to attend the next course or contact us to plan to training in-house for your organisation.
Meet the trainer – Thom McCaffery
Founder, Personal Safety Partnership Ltd. - International Conflict Prevention and Management, Personal Safety, and the Use of Force Specialist
Thom is a seasoned professional with over a decade of experience in the UK Prison Service, specialising in managing individuals with high-risk behaviours and complex needs. Throughout a distinguished...
Read BioPractical training with small groups to ensure quality.
Our training sessions are not lectures—they're practical, interactive experiences. The small group format allows every attendee to ask questions, take part in discussions involving practical exercises and role-plays.
This method of training allows attendees to put the skills learned into practice immediately. Course participants benefit from the focused attention and guidance of an independent expert.
Register to attend:
This course can also be booked in-person at a date and place of your choice.
# SELECTED
| Course Dates | Location | Price | Spaces Left | Book |
|---|---|---|---|---|
| 02/10/26 i 02/10/2026 09:30 - 16:30 | Zoom Online | €295.00 | 1 |
Develop effective conflict management and de-escalation techniques
FAQs
Conflict management and de-escalation training teaches professionals how to recognise, manage and reduce workplace conflict before it escalates. The course focuses on communication techniques, emotional awareness and practical strategies for handling challenging interactions safely and professionally.
This course is suitable for managers, HR professionals, frontline staff, healthcare workers, public sector employees, customer-facing teams and anyone who regularly deals with difficult conversations or challenging behaviour in the workplace.
De-escalation skills help reduce tension, improve communication and prevent situations from becoming aggressive or confrontational. Effective conflict management can support employee wellbeing, improve workplace relationships and reduce the risk of formal complaints or disciplinary issues.
Participants learn practical techniques such as active listening, non-confrontational communication, emotional regulation, recognising behavioural triggers, maintaining professional boundaries and responding calmly under pressure.
Managers can improve difficult conversations by preparing carefully, listening actively, remaining neutral, focusing on facts rather than emotions and using language that encourages collaboration rather than defensiveness. Conflict management training helps develop these communication skills in a structured way.
Yes. Early intervention and effective communication can help resolve misunderstandings before they escalate into formal grievances, disciplinary matters or workplace disputes. Training also supports more consistent and fair management practices.
Common causes include poor communication, unclear expectations, workload pressures, personality differences, organisational change and misunderstandings between colleagues or teams. Recognising these triggers is an important part of conflict prevention.
Yes. Public sector employees often manage sensitive interactions with colleagues, service users and members of the public. Conflict resolution and de-escalation skills can help staff respond professionally in high-pressure situations while maintaining procedural fairness and safety.
Effective conflict management can reduce stress, improve team communication and create a more respectful working environment. Employees who feel confident handling difficult situations are often better equipped to manage workplace pressure and maintain positive professional relationships.
Yes. De-escalation techniques are valuable in customer-facing roles where staff may encounter complaints, frustration or emotionally charged situations. Training helps professionals respond calmly, manage expectations and maintain constructive communication.
