Conflict Management Training

Non-Escalation, De-Escalation and Crisis Interventions for Staff at the Frontline of Public Contact.

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. 

Here are the learning objectives for Verbal Defense and Influence’s core Non-Escalation and De-Escalation conflict management curriculum.

By the end of this Vistelar Conflict Management training program your staff will have the knowledge to interact with anyone — in person, by phone or in writing — and to manage conflict professionally by:

  • Not causing or unnecessarily escalate conflict
  • Confidently deal with verbal abuse
  • Engage in difficult conversations
  • Effectively de-escalate conflict
  • Persuade others to cooperate
  • Stay safe in crisis situations
  • Know what to do when word-based tactics fail
  • End an interaction in a better place than where it started
  • Look good on camera no matter where an interaction ends up

    “Keep everyone safe – verbally wherever we can,

    physically only if we must.”

    Our Conflict Management Clients include:

    We help Organisations and Teams to address the issues of distress, abusive and intimidating behaviour in their workplace.

    The effects of intimidation, aggression and violence can damage your organisation’s values, the professional careers it nurtures, the individual relationships it depends on and the personal wellbeing of your staff.

    Managers like you who take on a Conflict Management training programme want their staff to feel – and be – safer, and to have their organisation and their own career to be protected from the adverse effects of incidents of violence and aggression which could have been prevented.

    Our clients gain the peace-of-mind that they have provided the most effective and suitable training for their staff (evidence-based, scenario-specific and performance-oriented) , preparing them for high-risk encounters. They know that the training will weather scrutiny when the inevitable adverse event calls on their preparedness and responsibility.

    This training will safeguard your team from loss of motivation, breakdown in staff collaboration and poor productivity in the face of an unsafe workplace, which also effects employee wellbeing overall.

    This training will protect your team’s time, energy and resources by preventing litigation for issues of non-compliance or failure in duty-of-care, while safeguarding your organisation’s reputation and brand value.

    This training will save your team the loss of a good employee or other stakeholder who feels that the workplace is unsafe or does not support their needs.

    This training will strengthen your organisational values by supporting your team’s focus on the ultimate reason for your work.

      We provide that confidence.

      • An Accredited Quality Award Centre with the ICM (#2201)
      • Specialist Input from a University Professor of Coaching and Pedagogy
      • All programmes audited and vetted by a qualified Expert Witness on Violence/Conflict
      • Over 15,000 staff trained in 15 Years of Coaching and Advising
      • World-class client-management and learner-satisfaction ratings.

      We also train trainers using material from Vistelar.


      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 universal approach

      ✓ Safeguards Client rights in conflict situations

      ✓ Offers Staff Practical Options using

      ✓ Value for Your Conflict Management Investment

      Conflict Management Training for Your Team, in 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 or 2-Day sessions on a date scheduled for your convenience

      Who: up to 20 staff are led by a Qualified Vistelar Training Professional

      What Roles? Any public-facing role or contact-professional within your organisation who has responsibility for interacting with, influencing, persuading or de-escalating your clients, customers or service users will benefit from this training to help you 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 focussing on progressively immersive scenario replication based on your real work encounters using an “Emotionally Safe, Performance-driven Training Environment” methodology

      • The training course from Dynamis fulfilled or exceeded expectations 99.6% 99.6%
      • Our Dynamis instructor had a very good or excellent level of knowledge and competence 98.2% 98.2%
      • The theory and knowledge components helped me professionally 98.9% 98.9%
      • The techniques and tactics were appropriate to real scenarios in our work 98.6% 98.6%
      • Our Dynamis trainer observed good Health and Safety practices 100% 100%
      • The Dynamis training course was of the right duration to gain the skills and knowledge I needed 91.2% 91.2%

      The ‘Six Cs of Conflict Management’

      The experts at Vistelar have been studying how to effectively manage conflict for over 30 years and, during that time, they have developed a framework that provides a means to analyze interactions and determine which conflict management tactic should be used in which phase of an interaction.

      Context: Approach considerations prior to an interaction, such as assessment of risk and physical positioning, decision on whether to proceed and personal mindset.

      Contact: Interaction considerations, such as words used, tone of voice, facial expressions, eye contact, hand position, body language and posture.

      Closure: Follow-through considerations, such as ensuring the situation is stabilized, summarizing decisions, and reviewing the interaction.

      The primary goals of these elements are non-escalation (conflict prevention), achieving the best possible outcome and establishing a positive foundation for any future interactions.The red boxes in the graphic describe what can happen when interactions escalate:

      Conflict: When questioning, anger or verbal abuse enters into an interaction.

      Crisis: When the person with whom you are interacting is displaying at-risk behaviors.

      Combat: When resistance or aggression results in physical engagement initiated by either party.Note: while uncomfortable to some, the term “Combat” is used as a means to emphasize that physical engagement is a possibility in all jobs and must not be glossed over in conflict management training.

      The primary goals of these elements are de-escalation, everyone’s safety, and shifting the situation to a positive outcome. In other words, once an interaction escalates to any of the red box elements, the objective is to return things to a place where the blue box elements are driving the interaction. All interactions have a Context, Contact and Closure element but only some interactions escalate to Conflict, Crisis and/or Combat.

      Professional and tailored delivery of techniques appropriate to our very specific work environment. I am new to this type of work but will be able to approach it with a confidence having learnt about dispute resolution, situation environment calming and ultimately if that doesn’t work, to keep myself, colleages and those we look after safe.

      Sheltered Housing

      Bethany Trust

      You can learn more about Vistelar and listen to their podcast here.

      Conflict Management Core Principle

      The core philosophy of “VDI” is to treat people with dignity by showing them respectand this programs trains on exactly how to do this — even when under pressures created by volatile and potentially dangerous situations.

      All of our training programs are led by expert and experienced instructors using Vistelar’s conflict management curriculum and who use our proprietary Emotionally-Safe Performance Driven Instruction.™ This unique approach improves retention of the course material and, more importantly, ensures students can actually perform the learned skills in the midst of stress (fire drills versus fire talks). Our training emphasizes student interaction, scenario-based skill practice (using a proprietary video recording/review technology), memorable stories (“peace stories”) and analysis of real-life events captured on video.

      "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"

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