Who is this course for?

This training course equips delegates with the knowledge and practical strategies to effectively recognise, prevent and respond to potential escalation in verbal or emotionally charged situations.

Delegates learn to manage conflict ethically and professionally, with a focus on equity, empathy and respect.

Suitable for anyone in public‑facing roles — including managers, support staff, customer services, care workers, security personnel and colleagues in educational or healthcare settings.

No previous training is required; only an interest in creating safer, calmer and more inclusive environments.

Why choose this course?

• Delivered in a safe, inclusive and interactive learning environment.
• Emphasis on embedding equality values and respectful communication in high‑stress interactions.
• Activities and case studies build reflective practice, empathy and confidence in safe intervention.

Course Overview

This course provides delegates with practical tools to recognise early warning signs, apply calming communication techniques and respond safely to escalating behaviour. The programme focuses on ethical, person‑centred approaches that reduce risk and promote dignity.

Course Structure

The course is delivered as a half‑day or full‑day workshop. Delivery is interactive and includes group discussions, scenario‑based learning, reflective exercises and practical demonstrations.

• Available online via Zoom or Team, or in‑house face‑to‑face
• Suggested duration: Half day (2.5 hours) or full day (10.00 am – 3.30 pm)
• Zoom sessions limited to 15 delegates; in‑person maximum 20 delegates
• Content tailored to your organisation’s context, values and risk profile
• Delegates receive training materials and a certificate upon completion

Course Content

• Understanding conflict escalation and its triggers
• Identifying early warning signs and carrying out dynamic risk assessment
• Verbal and non‑verbal communication skills to de‑escalate tensions
• Assertive and empathetic intervention techniques
• Active listening, open‑ended questions and calming language
• Strategies from the De‑Escalating Aggressive Behaviour Scale (DABS)
• Scenario‑based case studies tailored to your organisation
• Planning safe interventions, boundaries and follow‑up protocols

Proposed Course Outcomes

By the end of the training, delegates will:

• Recognise causes and triggers of conflict or aggression
• Perform dynamic safety assessments and identify escalation signals
• Use positive communication and assertive techniques to defuse tense situations
• Remain calm and professional under pressure
• Know when and how to intervene or escalate concerns appropriately
• Understand the importance of reporting incidents and near misses
• Develop a personal action plan for implementation within their organisation

Costs and Delegate Numbers