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

Public-Facing Organisations

Local Government  & Citizen Services

Primary and Secondary Schools

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Training was Relevant and Appropriate

What are the important components of managing conflict?

Non-Escalation Skills

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.

De-Escalation Skills

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

Helping Emotionally Distressed People

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)

Enhancing Personal Safety and Customer Service

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!

Our Process


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.

Gerard O'Dea

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.

How to...

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.

Gerard O'Dea

Our Partners and Accreditation

ICM Logo

Member of The Institute of

Conflict Management

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.

Healthcare Myth 2: If I Say Something It Will Make Things Worse 2

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.

Personal Safety Trainer 35

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

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July 8, 2021

“During the visit, the untrained Options employee was left alone in a kitchen with the individual despite a care plan stating that the resident, whose violence and aggression had been clearly identified, required the attendance of two care workers at all times. Whilst the employee was unaccompanied, the resident crossed the kitchen and stabbed the (read more)

June 10, 2021

The new trainer team for this service began rolling out their own programme (a four-day, full-spectrum course for their LD/MH setting) to their staff in October.   By December, they had seen dramatic reductions in key indicators such as time-in-restraint, floor-based-restraints and number-of-restraints for their high-frequency service users.  “The amount of time we are spending in (read more)

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