DE-ESCALATION & CONFLICT management
Equipping your team with the confidence, tools, and empathy to safely manage challenging interactions in the workplace.
No matter your workplace, when working in a customer facing role, it is inevitable that you or your colleagues will be confronted by difficult, aggressive, or even violent people. The choices that your workforce make during these challenging encounters, and their ability to effectively communicate, will either de-escalate, or escalate the interaction, which can lead to serious repercussions on your safety, and the safety of others.
From small moments of tension, to deliberate acts of anger or aggression, incidents in your workplace can have a lasting impact on your teams physical and psychological health.
Workforce Resilience de-escalation and conflict management training is designed to equip your workforce with the skills and knowledge necessary to professionally, calmly, respectfully, and kindly manage difficult interactions in or out of the workplace.
About This Training
Through a practical and relatable training approach, participants will gain proven de-escalation techniques, clear and effective communication strategies, and best practice tools to successfully manage conflict. Every aspect of Workforce Resilience training is grounded in real-world workplace scenarios, helping your team feel prepared – not just in theory, but in practice.
By creating a culture where people feel heard, seen, supported, and safe, Workforce Resilience helps to foster more resilient teams, and safer more secure workplaces. And most importantly, we help ensure that your people finish each day safely with confidence in their ability to respond when it matters most.
Workforce Resilience works with clients in all sectors and is considered to be one of Australia’s and New Zealand’s leading training providers for dealing with aggressive customers and managing workplace aggression. Our frontline staff safety training will ensure that your team is equipped to deal with conflict and handle difficult customers through the use of customer service de-escalation techniques, and best practice conflict resolution strategies, all of which will assist in workplace violence prevention. The Workforce Resilience training strategy incorporates best practice customer service approaches through the use of empathy, respect, and kindness.
Training Delivery Options
Training sessions and workshops can be delivered to your workforce by our highly experienced subject matter experts through either face to face or hybrid (i.e. MS teams) facilitation.
Highly engaging eLearning solutions are also available to compliment or replace face to face delivery.
What Is Included
Training sessions and workshops will be purpose built to align with your organisation’s key strategies, procedures, operations, and unique environments. Content will be tailored and can include:
- Proactive strategies to prevent workplace incidents.
- Key strategies for responding to difficult or aggressive behaviour in the workplace.
- Strategies to consider when communication is ineffective and not working.
- Interactive realistic workplace scenarios & discussions.
- Considerations around recovery following incidents.
Training Outcomes
- Improved communication and de-escalation skills / strategies.
- Increased safety for team, customers, and visitors.
- Quicker identification of escalating incidents.
- Reduced disruption to business.
- Reduced risk to reputation.
- Increased team member retention.
- Increased financial performance.
