De-escalation & Conflict Management Training

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De-escalation Essentials teaches teams to spot triggers early and defuse situations fast with calm language, confident body cues, and simple, safe tactics. Through role-specific, practical drills, staff learn what to do on the floor—set boundaries, manage intoxication/abuse, and know when to step up or step back. Delivered on-site with tailored scenarios, it strengthens preparedness and ties directly into your risk assessments and overall safety plan. 

Advanced De-escalation & Incident Leadership is for supervisors and duty managers who must lead under pressure. Learn to read evolving risk, set clear boundaries, direct teams, and make proportionate, defensible decisions in high-tension moments. We’ll drill command presence, comms (PA/radio), role allocation, and post-incident documentation—aligning with your risk assessments and site procedures. Build confident leaders who stabilise situations fast and keep people safe.

Customer Conflict for Front of House trains reception, hospitality and venue teams to handle refusals, queue pressure and intoxication calmly and safely. Staff practise scripts, stance and non-verbal signals, how to say “no” professionally, keep bystanders onside, and when to escalate to supervisors/security or 999. Short, practical drills build confidence from shift one, with take-away prompts and audit-ready training records. Ideal for bars, venues, attractions and reception teams.

Personal Safety & Breakaway teaches staff to stay safe without escalating: smart positioning and distance, use of shielding/cover, clear verbal disengagement, and simple, low-risk breakaway movements to exit danger and protect teammates. Practical drills build muscle memory, with role-based scenarios, legal/safety boundaries, and post-incident reporting—aligning with your risk assessments and site procedures. Ideal for front-of-house, lone workers, and security support roles.

Lone Worker De-escalation builds calm, confident responses when you’re on your own: dynamic risk assessment, voice control and boundary setting, safe positioning, exit planning, and clear triggers to escalate for support. Practical drills cover phone/radio comms, check-in protocols, code words, and incident recording—so lone staff can defuse early, disengage safely, and get help fast. Ideal for housing, inspections, retail, community/outreach and night teams.

Effective Communication in a Crisis covers what to say, how to say it, and who needs to hear it—fast. Teams practise plain-language PA/radio scripts, M/ETHANE updates, and JESIP-aligned comms to calm crowds and coordinate responders. We add press strategies (holding lines, spokespeople, media briefings, and bridging) and social media management (approval flows, live updates, rumor control, dark posts, and takedown/escalation rules).