Employers are legally required to put measures in place to protect employees from conflict and workplace violence. The quickest and easiest way fulfil this legal requirement is to train all members of staff how to recognise, prevent and report conflict in the workplace.

All frontline staff members that interact with customers, clients or service users would benefit from attending this course. Including but not limited to: -

Retail: Customer service assistants, cashiers, and delivery drivers

Education: Teachers, counsellors, and administrators

Transportation: Bus / train / taxi drivers, flight crews, ticket agents, baggage handlers, and transport security

Financial services: Bank tellers, customer service representatives, financial advisors, couriers, and security personnel

Hospitality: Housekeepers, front desk agents, restaurant servers, physical plant maintenance, and repair workers

Manufacturing and construction: Warehouse workers, supply chain managers, site managers, and construction workers

By the end of this course staff will understand how to: -

• Spot the trigger and early warning signs of conflict
• Engage in difficult conversations
• Effectively de-escalate conflict
• Stay safe in crisis situations
• Know what to do when word-based tactics fail

• Relevant legislation + legal frameworks
• Defining Reasonable Force
• Causes + build-up of an attack
• Warning + danger signs
• Challenging behaviour
• Trigger identification
• Situational awareness
• Defensive body positioning + personal space
• Verbal de-escalation + communication skills
• Actions to avoid being restrained or attacked
• Safely disengage from wrist grabs, body grabs, hair / clothing grabs + strangulation
• Avoid + defend kicks / punches
• Post incident actions
• Record keeping + de-briefing

Encourages workplace roleplay and discussion
Focus is placed on common workplace scenarios which are familiar to your teams’ experiences – guaranteeing the course is relevant and information is retained.

Blends verbal and physical de-escalation techniques
Where verbal de-escalation doesn’t work, physical techniques may be required. This course covers you for all eventualities in conflict situations.

Provides an engaging learning environment
Your staff members will be fully integrated in the course and are actively encouraged to share their individual experiences of conflict, to be assessed by multiple points of view.

Give your team the tools to reduce conflict in the workplace + fulfil your legal requirements!!