Research note: “for patients will the common cold, physician empathy in just one visit at the beginning is a significant predictor of duration severity and improved immune function” – imagine, empathy can have clinical outcomes! Another thing I did in preparing for this particular visit and training program was I spoke to the Senior Emergency (read more)
Conflict Management Training
Keeping Everyone Safe
- Helping Emotionally Distressed People
- Being Alert to Conflict Triggers and Danger
- Listening, Empathising and Persuading
- Showing Respect in every encounter
- Working towards the 'win-win'
Emma's experience of 'phenomenal' training with us...
Make your workplace conflict-ready.
Our conflict management training courses are designed for public-facing teams who deal with a spectrum of conflict. Perhaps your team deals with vulnerable individuals, or those capable of spontaneous aggression. Our aim is that every person is treated with dignity and is shown respect, even when there is disagreement.
Book a tailored training course from Dynamis Training and your team will:
- Be aware of conflict triggers - both their own and others
- Use approaches which prevent situations from escalating
- Redirect negative behaviour without taking it personally
- Be persuasive using influence to win people around
- Listen and Empathise in order to resolve flashpoints
- Create and maintain a social contract in every interaction
Keeping Everyone Safe at...
Hospitals and Healthcare
Local Government & Citizen Services
Primary and Secondary Schools
Feedback from Learners About Our Training
Course Met or Exceeded Expectations
Trainer Was Very Good or Excellent
Training was Relevant and Appropriate
What are the important components of managing conflict?
Would't it be wonderful if....
- staff were more aware of conflict triggers which start disagreements and conflict?
- staff used a pre-planned and practiced approach to NOT escalating situations
- more time was spent on NOT escalating situations than on DE-escalating them?
The Non-Escalation skills we teach your staff in our conflict management course are designed to reduce the incidence of high-stakes conflict encounters in your workplace. By focussing attention on how to NOT trip over the common ways in which people 'fall' into conflict, we help your team to become fully professional in how they plan for successful encounters with your clients, customers and service users.
The types of topics we focus on in this part of Conflict Management are:
- converging on a values statement that "We treat every person we meet with dignity and show them respect, even though we may disagree"
- a tried-and -tested approach to making initial contact with people which creates a supportive atmosphere
- a focus on listening and empathising in order to discover the best way to support people when they are upset, angry or frustrated.
Despite your team's best efforts, there will be times when people become abusive to them, refuse to cooperate with reasonable requests or become resistant to taking steps towards everyone's safety
In these scenarios wouldn't it be wonderful if your team were able to deploy a responsive plan to deal with these behaviours which allowed them to be structured, professional and fair?
This is the focus of our De-Escalation portion of the training - working with people who are being difficult, abusive or resistant in a way which is persuasive and professional, taking a well-worn pathway towards peaceful resolution of the incident - verbally if we can, and physically protecting everyone if we must.
Some of the topics we cover are:
- doing what we must, to maintain emotional equilibrium in high-stakes encounters
- how to redirect abusive, intimidating or insulting language so that we stay on task
- deploying persuasive language which breaks down resistance and refusals
- being consistent and persistent in applying the social rules (social contract) of our workplace
Our staff may well encounter:
- People who are not neuro-typical (such as those with Autism or Learning Disabilities)
- People with intermittent mental health problems which sometimes result in crisis
- People who are temporarily not in our reality (i.e. through intoxication or brain injury)
In all of these circumstances it may be necessary for teams to significantly alter the way they 'see' and respond to these situations - we often refer to it as 'dealing with a vulnerable person who is emotionally distressed', for example.
To respond appropriately in these situations, staff will need to:
- deploy communication strategies which are more likely to be effective
- listen in a different way to how the person is reacting to their efforts at communication
- think creatively about the causes of any distress and the ways to help the person
We enable your staff with a set of Crisis Management strategies, for example:
- The Crisis Management Approach (5-parts)
- The Special Needs Strategies for dealing with emotional/distressed persons (5 tactics)
Great Customer Service will result when your team are sensitive to the needs and values of those interacting with your organisation and consistently meet their demands and expectations.
However, it is an increasingly demanding environment out there, with expectations rising and tempers shortening almost before our eyes!
It has been said that our Conflict Management course, with its focus on Empathy, Listening and a Respond-don't-React ethos based on pre-planning and practicing responses to forseeable events, is a very effective customer-service programme.
With this Respond/Pre-Planning emphasis, your team can provide sensitive, compassionate service to delighted clients and customers. When things don't go as planned, your team have a full suite of complaint-handling tools at their fingertips and can professionally, expertly deal with small fires which start, rather than pouring petrol on the fire and then running to your management with demands for a fire-extinguisher!
Book your free training needs assessment.
Every organisation is unique and so you need a unique conflict management training course. Our free training needs assessment is a 30-minute process where we identify the risks your staff face and the training solutions you need.
We formulate an Appropriate and Relevant Training Course.
Having understood the needs of your organisation we will gather content and design the careful delivery of it to address to your violence and aggression flashpoints, issues and incident profile.
Your Staff experience relevant and beneficial training.
We will conduct your training course covering the identification, prevention, recognition, and management of conflict in your workplace, with a very strong emphasis on practice, application and learning of the new skills.
Your Workplace Transforms its relationship with conflict, complaints and confrontations.
Following the training session, we will support you to sustain the new skills and knowledge your team has developed in the course, helping to create the change you need in your workplace.
The power of our evidence-based training
High Staff Engagement
Because of the immediate relevance your staff see in our conflict course design and delivery, they are engaged, motivated and energised during and after the training.
Better Transfer to the Workplace
Because sessions are all driven by your own conflict management scenarios, issues and challenges with the people you meet in your work, it has immediate relevance and transfers directly to your day-to-day workplace.
"Time Well Spent"
Your teams get many, many opportunities to learn and practice their new conflict management skills during 'countless reps' of the target skills, actively learning in every session. There are no boring powerpoints!
Measurable Change Happens
With highly targeted new conflict management skills, your teams can make measurable changes to their interactions and truly realise your organisation's safety ethos, focussing on dignity and respect, safety and wellbeing.
Gerard O'Dea // Director of Training at Dynamis
Hi and thanks for visiting our webpage today.
In over 15 years of working with frontline staff who face difficult, distressed and dangerous behaviour, I have seen time and again how prepared staff can perform well and respond to challenging circumstances.
From teachers to nurses, teaching and care assistants to security officers in our hospitals and social workers in the community, if you deal with people every day, managing conflict becomes a necessity.
I became involved in this work because I saw the power of training and preparation in helping people to stay safe at work and to be more successful in working with their colleagues to create better outcomes.
I and my team of professional trainers now teach in over 200 conflict management training engagements every year around the UK and internationally for a wide variety of public-facing organisations just like yours.
We have sought out the best conflict management training content and the best learning methods in the world and bring them together for you and your team.
Join Over 3,000 Happy Customers
Best Course I have attended in the NHS...
“This was by far the best course I’ve attended in the NHS. Fit for purpose, current, relevant and extremely well delivered. 10/10 for delivery, professionalism and structure.”
Andy W. // Security Management Specialist
Made it Relevant...
“Very good training, and great effort to make it relevant for the type of conflict and situation we face. Excellent Trainer – 10//10”
Michaela G. // Community Engagement Officer
Grab a coffee and speak to our training advisor.
With over 15 years of experience working with clients, we are confident that we can gain an understanding of your conflict management issues, resources, timeframes and budget quickly and soon propose a training plan which fits your needs.
Organise Training Painlessly
What our customers are saying:
Tailored to situations we actually face...
“Gerard was a great teacher, he was very knowledgeable and friendly. He tailored the training to situations we might actually find ourselves in which I found incredibly useful.”
Louise C. // Homeless Shelter Support Worker
I left feeling confident that I could safely apply the techniques I had been shown and know when to use them. Since completing this training another member of staff and I who where both on the course have been able to safely escort a child, whom we have previously struggled and felt unsure/ unsafe with escorting when dis-regulated back in to the school building safety. We were both on the same page as were the other members of staff who witnessed the incident (and were also present for the training that day) and this greatly helped us to safely bring the child back in to school. I would like to once again give my thanks to the team who came in to teach us that day. They were both amazing!
Classroom Teacher // Blossom House School March 2020.
100% Satisfaction Guarantee
You are fully protected by our 100% Satisfaction-Guarantee. If you are not fully satisfied by the training we deliver for your team, just let us know and we'll send you a prompt refund.
Our Partners and Accreditation
Member of The Institute of
Dynamis is a Quality Award Centre with the ICM, a recognised accrediting body in the U.K. for workplace training in the prevention and management of workplace violence.
European partner for Vistelar
Dynamis is the premier European Partner for Vistelar, a global consulting organisation covering training across the entire spectrum of human conflict.
Regional representative for 9 Attitudes behavioural tactics
Dynamis represents the 9 Attitudes system, a fully behavioural approach to self-protection and physical control which is based on the observable realities of physical confrontation.
Frequently Asked Questions
Where is the training carried out?
Usually the training venue will be our client's responsibility and full details of this are made clear around the time of booking so that you know what we are going to need to give your people the best possible experience of training with our team.
We have often helped our clients to source appropriate training venues, where that assistance was requested!
Due to the nature of our training approach, we often require a good-sized training room which has the capacity for your team to move around in and in which we can set up scenarios which are as close as we can get them to real-world applications of the material we teach your people.
What is the investment in training?
Our training costs are often calculated on a per-day basis and directly related to the Needs Analysis which we carry out with you.
We are constantly working to make sure that the investment level is reasonable and competitive.
We generally ask for an investment which takes into account the type of content we are going to work on with your staff, the numbers of staff involved, the risk level of the encounters they engage in and the number of days of training which will be required to get your people up to the proper standard.
We are VAT registered and all pricing sent to you is 'plus VAT at the prevailing rate'.
We also charge travel expenses which you should discuss with our training advisor so that these are as clear as possible as you book in your training course.
How quickly can I book training to happen?
Our training advisor is waiting to have a call with you to discuss your timelines and preferred schedule. We generally book training 4-6 weeks out from today, however we always have been able to respond to clients who need training 'as soon as possible' when urgent needs pop up. The sooner we talk with you, the sooner we can get the training in place!
How many people can attend a training course?
There are numerous formats which we use to deliver training with your team, whether it be a large group or a smaller team. We know that the best group sizes for learning depend on the complexity of the material to be covered, the amount of time we have with your people and also the constraints you may be working with in your budget and resources. Most of our clients put 12-16 people in our less-physically demanding training courses, and often fewer people than this into our more demanding courses. Let's talk about the best solution for your needs....
Is Dynamis training Accredited?
Dynamis has attained the respected Quality Award Centre status (QAC #2201) with the Institute for Conflict Management (ICM), demonstrating our commitment to quality assurance and strict adherence to the most recent guidance on the management and prevention of workplace conflict. All our trainers are fully qualified and attend CPD development on a regular basis in accordance with ICM requirements.
Is the training suitable for my staff and my context?
Our goal is that you see a tremendous improvement in your team's ability to prevent and manage difficult encounters with the people in your service, so we focus on making sure that each training session with your people feels directly connected to their everyday work and is compliant with the relevant guidance which governs it.
“I sat with a doctor in the emergency department that night. She told me how the records that she’s looking at before she goes to see the patients sometimes show interactions with the patient that happened earlier in the day at the clinic where they first presented themselves. The doctor turns to me, she says, (read more)