Conflict Management for Supervisors and Managers

When a member of staff calls for help, the supervisor or duty manager who arrives has to calm the situation, protect the team and make decisions quickly, often with an audience watching. Afterwards they have to deal with reports, possible complaints, the police and staff who may be shaken.

This course prepares them for that role. It covers advanced de-escalation, taking over a situation from a colleague, team roles and communication during an incident, when to call the police and what to tell them, managing risk to staff and the public, recording decisions and incidents properly, supporting staff afterwards with a hot debrief and welfare checks, and learning lessons to prevent the next incident. It also covers managing conflict within the team itself.

Choose the format that fits your team.

• Half day: the essentials of leading at an incident and supporting your team.
• Full day: the core skills plus scenario practice in which delegates take charge of an escalating incident.
• Two days: extended practical sessions and multi person scenarios, including team tactics and safe positioning.

All three run in person at your premises. The half day and full day can also run live online, focusing on communication and de-escalation skills; practical and physical elements are delivered in person only.

This is one of our conflict courses: De-escalation Training, Conflict Management for Front of House and Customer Teams, Lone Worker Safety, Personal Safety and Breakaway Techniques, Conflict Management for Supervisors and Managers and Managing Challenging Behaviour in Education.