"Listen with all your senses"

"Generate Voluntary Collaboration"

"Empathy eases tension"

"Non-Escalation before De-Escalation"

"Manage Gateway Behaviours as a Priority"

"Offer Options, Not Threats"

Conflict Management

Conflict Management and Conflict Resolution


We teach your staff how to “Treat People with Dignity by Showing them Respect” and how to “Generate Voluntary Collaboration, Cooperation or Compliance” when they deal with your clients and service users.

10 Concepts for Conflict Management:

Your staff will explore and practice the following concepts:
✔ Be Alert & Decisive / Respond, Don’t React – How to maintain awareness, control distance and positioning to keep everyone safe
✔ Five Maxims – How to show people respect in order to maintain their dignity and gain their cooperation
✔ Showtime Mindset – How to develop and maintain your professional detachment in conflict situations
✔ Universal Greeting – How to present the best possible initial contact, fostering non-escalation reducing the need for de-escalation.
✔ Beyond Active Listening – How to see through eyes of the other person in order to find out how to manage them
✔ Redirection – How to manage questions, anger, and abusive language
✔ Persuasion Sequence – How to generate voluntary compliance, cooperation, and compliance
✔ When Words Alone Fail – When and how to take appropriate action when words alone fail
✔ Bystander Mobilization – How to create a social contract that is incompatible with violence
✔ Review & Report – How to debrief incidents to improve future performance and explain your response

Conflict Training for Your Team, Your Context

This conflict management training course is suitable for front-line staff who are in regular contact with members of the public and service users who may become frustrated, upset or aggressive.  This training focusses on verbal and non-verbal conflict communications used to manage and de-escalate aggression and distress effectively.

When: Half-Day AM or PM or Full-Day sessions on a date scheduled for your convenience

Who:  up to 20 staff are led by Gerard O’Dea, “Verbal Defense and Influence” European Adviser

What Roles? Any public-facing role or contact-professional within your organisation who has responsibility for interacting with, influence, persuading or de-escalating another person will benefit from training to help them to create a safe and secure environment in your workplace.

Where:  At a venue of your choice, or at your service/business training centre

How:  Our trainers deliver this course using a mix of lecture/presentation, Q&A, physical practice and scenario rehearsal using an “Emotionally Safe, Performance-driven Training Environment”

Why Choose this Course?

 Matched to your Conflict and Communication Skills needs

 Led by Professional Conflict Communication Skills Trainers

 Values Dignity and Respect as part of a Behaviour Support approach

 Safeguards Client rights in conflict situations

 Offers Staff Practical Options using Templates for Conflict Communications

 Compliant with Government Regulations on Positive Behaviour Support

 Value for Your Conflict Management Investment

This “Verbal Defense and Influence” model of conflict management has been successfully applied in a wide variety of settings and is relevant across the spectrum of communications and conflict scenarios:

  • Customer Service Officers Education and School Behaviour Support
  • Care of Older People in Care Homes
  • Community Outreach  / Housing / Homelessness teams
  • Care of Children with Emotional and Behavioural Difficulties
  • Home Care and Dementia Care support workers
  • Community Safety Warden Teams
  • Psychiatric and Emergency Dept. teams
  • Lone Workers
  • Any ‘Contact Professional’ who regularly encounters upset clients

The Learning Outcomes meet the requirements of the NHS Conflict Resolution Training (CRT) and Promoting Safe and Therapeutic Services (PSTS) programmes.




Conflict Management introduction video:

Links to National Occupational Standards

PMWRV 3 The Prevention and Management of work-related violence

Protect yourself and others from the risk of violence at work

You must be able to: Conduct a dynamic risk assessment

  1. P1 step back from the situation and assess the level of threat presented by:
    1. P1.1  the person(s) (including yourself) involved,
    2. P1.2  objects which could be used as a weapon, and
    3. P1.3  the physical or virtual environment in which the incident takes place
  2. P2 consider the options available and respond with the safest and most effective action,
  3. P3 continue to monitor the situation and be prepared to re-assess the threat and consider alternative options if the level of threat changes

Help to defuse a potentially violent situation

  1. P4  maintain a calm, reassuring and professional attitude towards those presenting unacceptable and/or challenging behaviour
  2. P5  maintain a safe distance and avoid contact if possible
  3. P6  be aware of exits
  4. P7  communicate with those presenting unacceptable and/or challenging behaviour in a way that:
    1. P7.1  shows respect for them, their property and their rights
    2. P7.2  is free from discrimination and oppressive behaviour
  5. P8  keep the situation under review and act to reduce the risks to the safety of all those affected by the incident
  6. P9  take action to calm the situation which will:
    1. P9.1  attempt to ensure the situation does not deteriorate or worsen
    2. P9.2  follow your organisation’s policy and procedures and your legal responsibilities, including the rules of the social media site in which the incident occurred
    3. P9.3 minimise the risk of injury to you and other people
  7. P10  where you are unable to calm the situation down, request assistance promptly as required by organisational procedures
  8. P11  end contact with those presenting challenging and/or unacceptable behaviour and leave the situation if the threat to your own safety and that of other people cannot be effectively managed
  9. P12 explain clearly to the people involved as appropriate:
    1. P12.1  what you will do
    2. P12.2  what they should do and
    3. P12.3  the likely consequences if the present situation continues
  10. Review your own and others involvement in the incident
  11. P13 review the sequence of events leading up to the incident
  12. P14 discuss with relevant people whether organisational procedures helped or hindered the incident
  13. P15 complete records in accordance with organisational requirements about:
    1. P15.1  yours and others actions at the time of the incident
    2. P15.2  the circumstances and severity of the incident
    3. P15.3  the measures taken to protect yourself and other people
    4. P15.4  action taken to try to calm the situation down
  14. P16 assess the organisation’s and your own risk assessment relevant to your activities and establish their adequacy for dealing with similar incidents
  15. P17 make recommendations to the relevant people for reducing the risk of further similar incidents
  16. P18 identify areas where you and others would benefit from training P19 contribute to good practice by sharing relevant non confidential information with other people in similar job roles which could help reduce incidents of violence P20 make use of available support and advice to help prevent any incident-related health problems, where appropriate

Knowledge and understanding You need to know and understand:

  1. K1 your own and others legal duties for ensuring well-being, safety and health in the workplace as explained by relevant legislation for health and safety at work
  2. K2 your own and others job role, responsibilities and limitations K3 your own and others capabilities and limitations in terms of protecting yourselves in potentially violent situations
  3. K4 the process of dynamic risk assessment of a potentially violent situation
  4. K5 when it is appropriate and possible to maintain a safe distance, and avoid physical contact
  5. K6 the importance of showing respect for people, their property and rights and how to do so
  6. K7 how to avoid behaviours or language that are discriminatory or oppressive
  7. K8 how to interpret body language and the importance of acknowledging other people’s personal space
  8. K9 the importance of remaining alert to triggers of violent behaviour
  9. K10 the importance of planning how you and others will leave a situation including identifying where the nearest exit routes are if at risk of physical violence, or logging off if at risk of violence in a virtual environment
  10. K11 the main signs that a situation could escalate to violent behaviour and how to recognise these
  11. K12 when to leave the scene of the incident, seek help and safe techniques for leaving the situation
  12. K13 the types of action and behaviour you can take to calm situations
  13. K14 your organisation’s procedures for dealing with violent behaviour
  14. K15 the importance of having the opportunity to talk to someone about the incident afterwards
  15. K16 the reports that have to be made and the records that have to be kept
  16. about a potential or actual incident of violence
  17. K17 methods of effective communication
Links to NHS Conflict Resolution Syllabus
Describe the common causes of conflict.
Identify the different stages of conflict.
Learn from their own experience of conflict situations to develop strategies to reduce the opportunity for conflict in the future.
Describe two forms of communication.
Indicate the level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation.
Underline the impact that cultural differences may have in relation to communication.
Identify the causes of communication breakdown and the importance of creating the right conditions for communication to succeed.
Utilise three communication models that will assist them in dealing with different levels of conflict.
Recognise the behavioural pattern of individuals during conflict.
Recognise the warning and danger signals displayed by individuals during a conflict situation including the signs that may indicate the possibility of physical attack.
Identify the procedural and environmental factors affecting conflict situations and recognise their importance in decision making.
Underline the importance of keeping a safe distance in conflict situations.
Summarise the methods and actions appropriate for particular conflict situations and that no two situations are same.
Explain the use of ‘reasonable force’ as described in law and its limitations and requirements.
Identify the range of support, both short and long-term, available to those affected by a violent incident.
Underline the need to provide support to those directly affected and the wider organisational benefits of this.

Conflict Management Values and Behaviours:

  • Treating people with dignity by showing them respect
  • Gaining Voluntary Collaboration, Cooperation or Compliance
  • Creating an atmosphere of Non-Escalation by tackling Gateway Behaviours
  • Initiating Contact Consistently and then applying Empathy and Persuasion

Call 0844 812 9795 or Send an Enquiry to our team here:

  • What kind of course are you interested in and why? What kind of time have you allocated for it and when are you thinking of holding the training? Thank you!
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I have learned to empathise more with what the client may be feeling, therefore how a situation or incident can be defused or resolved.  Very fun, informative Conflict Management training day.

Children's Social Worker

North London

Really interesting, helped me realise how I can sometimes give off the wrong signals and unknowingly escalate the situation.  Some useful Conflict Management tips, raised my awareness of personal safety.

Senior Care Worker


An excellent Conflict Management training day, useful and practical, and very well delivered by the speaker. Thanks for an enjoyable experience.

Community Lone Worker


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