Conflict Management Training

Prevent and Resolve Conflict in your Workplace

  • Helping Emotionally Distressed People
  • Being Alert to Conflict Triggers and Danger
  • Showing Respect in every encounter
  • Working towards the 'win-win'

Emma's experience of 'phenomenal' training with us...

conflict management: is your workplace ready?

Our wide range of conflict management courses are designed for public-facing teams who deal with vulnerable individuals and 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 conflict management training course from Dynamis Training and your team will:

  • Be aware of conflict triggers and emotional control
  • 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
  • Conflict management for staff working in...

    Hospitals and


    Healthcare conflict management

    Healthcare conflict management


    Conflict Management for Retail and Public Facing Organisations

    Conflict Management for Retail and Public Facing Organisations


    Conflict Management for Local Authority and Community Based teams

    Conflict Management for Local Authority and Community Based teams

    Feedback from Learners About Our conflict Training

    Thousands of learners with Dynamis Since 2006


    Course Met or Exceeded Expectations


    Trainer Was Very Good or Excellent


    Training was Relevant and Appropriate

    What are the important components of  conflict management training?

    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!


    Click to play

    Click to play

    Click to play

    Click to play

    Our Process for Working with You

    1. 1
      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.
    2. 2
      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.
    3. 3
      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.
    4. 4
      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.

    OUR conflict management WORK

    The power of our evidence-based training

    High Staff Engagement

    Because of the immediate relevance your staff see in your course design and delivery, they are engaged, motivated and Energized during and after the training.

    Better Transfer to the Workplace

    Because sessions are all driven by your own 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


    Your teams get many, many opportunities to learn and practice their new skills during 'countless reps' of the target skills, actively learning in every session. There doesn't need to be endless powerpoints!

    Measurable Change Happens

    With highly targeted new 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.


    Director Of Training At Dynamis

    Hi and thanks for visiting our website 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 training engagements every year around the uk and internationally for a wide variety of public-facing organizations 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

    What our customers are saying:

    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

    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.

    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 issues, resources, timeframes and budget quickly and soon propose a training plan which fits your needs.

    How to Organize Training Painlessly!

    Our Partners and Accreditation


    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



    Dynamis is the premier European Partner for Vistelar, a global consulting organisation covering training across the entire spectrum of human conflict.


    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.


    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