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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.

Online / Face to Face
9:30am - 4:30pm
1 Day
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About this course

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.

Course Syllabus

This training will be of benefit to anyone who may encounter a difficult of hostile situation as part of their job, such as:

  • Public sector and Professional Regulators,
  • Local Authorities team members,
  • Medical, Social and Healthcare professionals,
  • Private sector organisations and teams…

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


Excellent course,

The trainer was extremely knowledgeable and welcomed any questions or concerns from the group. Encouraged interaction at all times which allowed a very positive training experience.


Public Sector

Excellent trainer, very approachable, enthusiastic & knowledgeable, he made it interesting and I would definitely attend any other course he provides.


Public Sector

Thank you for making it interesting!

I find it hard to stay engaged in training and you made it easy.

See all testimonials

Some of our trainers include:

Thom McCaffery

Founder, Personal Safety Partnership Ltd. - International Conflict Prevention and Management, Personal Safety, and the Use of Force Specialist

John Khastar

Director, Security Consultant and Trainer

Develop effective conflict management and de-escalation techniques