De-Escalating Conflict Techniques Training Course

‘De-escalating Conflict Techniques’ workshops are a terrific method of finding solutions to counter aggression. Is your organisation facing more incidents of conflict laced with aggression? This practical in-house training course is tailored for Australian workplaces dealing with challenging behaviours. Sometimes, people lash out because they see you as an authority. Your work clothes might indicate your organisation and people with a grievance feel entitled to abuse you. Drug and alcohol affected people, are a growing personal safety concern. Most organisations have internal policies on dealing with internal drug and alcohol affected people but struggle when dealing with external drug and alcohol affected people.

Tailored de-escalating conflict in-house workshops

This is our premium, fully tailored option—custom-built to address your team’s real-world conflict scenarios. It’s a bit more expensive, but the entire workshop is geared towards the conflict your people are facing. Perfect if you’re considering more than a single workshop. Ideal for government departments, councils, healthcare services, and high-risk frontline teams across Australia. Lately there has been a lot more attacks and threats when people are returning to their cars after work (particularly health staff).

A participant who recently attended the course remarked that he wished he’d attended the course the previous week. He was fixing a telegraph pole in a remote area when a group of youths were shaking his ladder. He was terrified and he had left his phone in the van by accident. It ended okay (not perfect) but all he had was his power of reasoning to de-escalate the incident. His remark was that he was up the creek without a paddle and he thought the workshop strategies would have been very useful paddles. All scenarios and strategies in this workshop are tailored to the unique pressures of Australian workplaces, including regional, remote, and high-stress environments

Ask us for a quote and we’ll send you a course flyer specific to your sector. This course complements health and safety obligations under Australia’s WHS legislation.

Get Instant Quote in just 5 Clicks!

Which Training Program?

How many participants?

Your preferred training duration?

Nearest Capital/Regional City Or Virtual Delivery Preferred

Do you have any additional training requirements?

Testimonial

Here are 3 course testimonials:

“Russell was a great trainer. I really enjoyed his engagement and upbeat training style”

A. Presland – La Trobe Community Health Service

“Very engaging and interesting session”

G. Sinclair – Nepean Blue Mountains local health direct

“I have learned how to deal with the escalating situation”

S. Taurus – Interact Australia

Key Learning Outcomes

Learn how your natural fear responses—fight, flee, and freeze—function and how to manage them in high-stress interactions.
Use detached empathy to establish rapport, avoid blame and redirect blame.
Recognise danger signs early and maintain control over your body language to prevent conflicts from building up.
Practice listening without judgement and asking open-ended questions to ease the atmosphere.
Discuss 3 common (dangerous) mistakes people make in a confrontation
Reset your listening impulses without the need to make a judgment
Ascertain ways to deflect the anger
Build rapport with detached empathy techniques
Avoid trading blame
Discuss positional bargaining and not being personal
Assess dangerous situations – car parks, domestic visits, lane ways, front counter, telegraph poles
Discuss the impact of eye contact gestures and stance techniques to avoid harm
Manage the temptation to eye roll
Discuss ways to keep the situation soothe and fluid
Learn strategies to stay calm, avoid escalation, and keep everyone safe.

Course Description

Learning how to resolve conflict is a valuable skill that will benefit you at work and in life. Our de-escalating conflict course teaches you how to handle tense situations with co-workers, managers, and customers. By learning these techniques, you can improve your interactions and foster a collaborative environment.

This De-Escalating Conflict Techniques course equips participants with practical, evidence-based strategies to safely manage challenging and aggressive behaviours. The approach is comparable to frameworks used in CPI and MAPA training, focusing on early intervention, emotional regulation, and safe de-escalation in workplace and public-facing environments.

Get the Tools to Handle Tough Moments

Our conflict de-escalation training teaches practical strategies for dealing with disputes professionally, such as analysing body language and developing listening skills to address concerns. You will also learn to avoid blame by adopting a solution-oriented approach.

This course can be delivered in-person at your organisation or venue, or delivered virtually. We also offer micro-learning courses and training in areas, such as communicating under pressure, critical conversations, and emotional intelligence.

The Value of Effective Conflict De-Escalation Skills Training

Effective conflict de-escalation is not just about resolving disputes; it’s also about building stronger relationships. Our de-escalating conflict program is designed to develop your organisation’s skills in the following areas:

Deal with Difficult People
Learn techniques to avoid trading blame and use body language to tackle tense situations with difficult co-workers and customers.
Apply Effective De-Escalation Strategies
Develop tactics to defuse tense situations before they worsen. Our experts provide a toolkit of proven and applicable de-escalation techniques that help reduce stress.
Maintain professionalism and/or calm if possible
Preserve your reputation and your organisation’s integrity-even in stressful situations. Develop advanced communication skills to convey your message clearly while understanding others’ perspectives.

Start mastering the skills needed to manage conflicts successfully-contact Preferred Training Networks today. Whether in major cities or regional areas, we offer in-person and online training programs across Australia to ensure accessibility for everyone. Learn more about our courses and how they can benefit your organisation.

FAQs

What is the duration of the de-escalating conflict course?

This course can be adapted to suit your preferred timeframes and is available as a one-day or truncated half-day course.

Who should attend this deescalating training course?

We recommend this course for frontline staff and managers who can find themselves in intense situations.

Is this course suitable for those wanting to enhance their leadership skills?

Learning how to de-escalate conflict is an essential skill for successful leaders, as it facilitates communication and ensures productivity. Our course is suitable for those wanting to enhance their leadership skills.

What methods are used in the training? Is it an Australian course

Our de-escalating conflict workshop includes strategies such as building rapport, analysing body language, utilising positional bargaining, and more. We encourage you to contact our team for more information. Yes it’s an Australian training course.