De-escalation Training
Practical de-escalation training that gives your staff the confidence to calm angry, upset or aggressive people before a situation gets out of hand. Taught by police instructors using proven police techniques adapted for civilian roles. Half day, full day or two days, in person or online.
Course Overview
Most conflict at work starts small: a delay, a refusal, a misunderstanding. How the first member of staff responds usually decides whether it calms down or escalates. This course gives your people a clear, practised way to read the situation, keep themselves safe and bring the temperature down.
It covers how conflict builds and why people react the way they do, early warning signs, the attitude and behaviour cycle, using your voice, words and body language to calm a situation, active listening, setting boundaries, giving options rather than ultimatums, and knowing when to step back, call for help or leave. It also covers reporting incidents and looking after yourself and colleagues afterwards.
Choose the format that fits your team.
- Half day: the essentials of recognising and calming conflict, for all staff.
- Full day: the core skills in more depth, with scenario practice based on your own workplace.
- Two days: extended practical sessions and realistic role play, so staff rehearse the skills under pressure.
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.
About the Trainer
Delivered by our own team of police instructors and former police defensive skills instructors, who teach proven police techniques and theory adapted for civilian roles. They have used these skills for real, in public order, custody and on the street, and they know what works when someone is angry, frightened or threatening. Courses are certified by 1705 Consultancy.
Frequently Asked Questions
Anyone who deals with the public or with difficult conversations at work: reception, customer service, retail, hospitality, housing, healthcare, security and public service staff. No previous training is needed.
The half day covers the core skills. The full day adds more depth and scenario practice. The two day course adds extended practical sessions and realistic role play, so staff leave having rehearsed the skills, not just heard about them.
Yes, the half day and full day can run live online, focusing on communication and de-escalation. Practical and physical elements are delivered in person only, so the in person options include more.
Our own team of police instructors and former police defensive skills instructors, teaching proven police techniques and theory adapted for civilian roles. Courses are certified by 1705 Consultancy.
The core course focuses on recognising and calming conflict. If your staff may face physical aggression, add Personal Safety and Breakaway Techniques, delivered in person.
Per group of up to 12: half day £750 + VAT, full day £1,250 + VAT, 2 days with practicals £2,250 + VAT. Includes travel in Essex and the surrounding counties. Travel elsewhere in the UK is quoted separately.
What Your Staff Will Learn
- How conflict builds, and the early warning signs
- How to use voice, words and body language to calm a situation
- Active listening and setting clear, respectful boundaries
- How to give options rather than ultimatums
- When to step back, call for help or leave
- How to report an incident and support colleagues afterwards
Who Is This Course For?
- Reception, front of house and customer service staff
- Retail, hospitality and leisure teams
- Housing, council and public service staff
- Healthcare and care staff
- Security officers and stewards
- Anyone who deals with the public
- Duration Half day, 1 day or 2 days
- Level Core skills for all staff
- Delivery In person, or online for theory based sessions
- Delivered by Police and defensive skills instructors
- Price From £750 + VAT per group of up to 12
- Certificate 1705 Consultancy certificate
Upcoming course dates
No open dates are scheduled right now. We also run this course on site for teams.
Ask about dates
Ready to book?
Tell us how many people need training and where, and we will come back to you within one working day with dates and a price.