Course length

1 day

Why come on this course?

Being able to work in a safe and secure working environment is of paramount importance for the wellbeing of you, your colleagues and your customers. This training will help you to develop effective responses to diffuse and deal with potentially violent situations and will help provide vital skills that will enhance your safety at a time when you may desperately need them!

Who is it for?

This course is designed for frontline staff and professionals in the public sector. The recommended maximum is 12 delegates.

What will I learn?

By the end of this course you will:

  • Understand the common causes of conflict
  • Understand the differences between verbal and non-verbal communication
  • Be able to identify barriers to effective communication
  • Be able to use different communication models to assist in resolving conflict
  • Be able to identify warning and danger signs of impending violence
  • Understand the importance of distance when dealing with conflict
  • Understand the use of “reasonable force”
  • Be able to describe and use different methods for dealing with various conflict situations

Course contents


  • Understanding conflict - difference between conflict, aggression and violence
  • Our role in managing conflict constructively
  • Keeping calm - techniques on how to remain calm during a conflict situation


  • Verbal and non-verbal communication during a conflict situation
  • Transactional analysis
  • Factors contributing to communication breakdown

Conflict Resolution Models

  • Understanding 3 different models designed to resolve conflict
  • Skills practice using the models

Patterns of Behaviour

  • Batari’s Box – cycle of behaviour
  • Warning and danger signs – “fight or flight”
  • Use of Distance – personal spatial zones
  • Impact Factors – safety awareness and environment assessment
  • “Reasonable Force” - will the law protect me?

Reporting of Incidents

  • Reporting procedure
  • Factors to consider


  • Discussion and skills practice relating to “real life” incidents

What our delegates say

"Very good - encouraged thought & reflection of own practice and where change is needed" –
South Manchester Private Clinic

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