Conflict Management & De-escalation Training​

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Workplace conflict can escalate quickly when challenging behaviour is not recognised or managed effectively. Emergency Planning Australia’s Conflict Management & De-escalation Training equips participants with practical communication techniques to manage difficult interactions, establish appropriate boundaries and reduce the risk of aggression or violence.

This engaging 1.5-hour session covers:

• Understanding the common causes of workplace conflict

• Recognising early warning signs of escalating behaviour

• Identifying verbal and non-verbal indicators of aggression

• Managing personal emotions and remaining calm under pressure

• Using effective verbal de-escalation techniques

• Demonstrating professional and non-threatening body language

• Establishing clear and respectful boundaries

• Responding to unreasonable, abusive or threatening behaviour

• Knowing when to disengage and seek assistance

• Maintaining personal safety and situational awareness

• Reporting and documenting workplace incidents

• Supporting employees following a confronting interaction

Participants will work through realistic workplace scenarios and learn practical techniques that can be applied when dealing with employees, customers, contractors, visitors or members of the public.

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The training reinforces that employees are not expected to place themselves at risk. Where a situation cannot be safely controlled, participants will learn how to disengage, summon assistance and escalate the matter appropriately.

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Suitable for frontline employees, customer service teams, supervisors, managers, security personnel and employees who regularly interact with customers or members of the public.

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Duration: 1.5 hours
Delivery: Onsite and tailored to your workplace
Investment: Quote on request

Give your employees the confidence and practical skills to manage challenging behaviour before it escalates.

Emergency Planning Australia — Plan | Prepare | Protect

Contact our team to arrange a Conflict Management & De-escalation Training session for your workplace.