Emergency Services Courses

De-Escalating Conflict Techniques Training Course

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.

Dealing with Emotional People Training Course

This in-house program is designed to assist participants to effectively deal with people facing difficult situations. Through an experiential learning process participants will be guided through a journey of understanding as well as specific skill development in the areas of reflective listening, rapport building, developing self awareness, assertiveness and delighting in diversity. Participants will leave with a greater understanding of how their performance and behaviour can make a huge difference to people in tough situations.

‘Dealing with Emotional People’ Workshop Action Plan

Communicate with style.
Display empathy with the person.
Deflect and/or redirect anger and stay positive.
Practice transactional analysis techniques.
Keep the conversation focussed and reposition suggestions to hit the mark.
Use interruption techniques to reduce venting.
Practice active listening and questioning skills.
Practice voice control and tonality techniques.
Search for easy concessions that are of high value to other parties.
Set behavioural boundaries.
Understand the different roles the person is assuming.

‘Dealing with Emotional People’ In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.
Ideal group size: 4–12 participants.
Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
Duration: This program can be adapted to meet your requirements.
Cost: Price on request.
Target Audience: Employees, Supervisors and Managers.

If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.

Dealing with Emotional People Course 4.4 out of 5 based on 43 user ratings.

Mad Bad Sad Tears Abuse and Threats

Participants will learn how to deflect anger rather than confront anger. Participants will learn how to deal with these behaviours in a manner that keeps any follow-up aggravation at bay and more importantly keeps your people safe. Other participants that have completed this course have reported their surprise at how this methodology has helped them take control or regain control by using proven psychological tools.

These behaviours are difficult to face. Often there is no flow or logic to the outburst. The ideal outcome is that you remain safe and can put the incident behind you. Drug and alcohol affected people are now a growing hazard too.

This course helps participants discover a toolbox of ideas and strategies to use in these intense situations. Participants explore a number of psychological tools they can use when they feel intimidated or angry in these encounters.

Dealing with Aggressive People Training Course

Our skilled experts discuss the characteristics of aggressive people and the initial micro-aggression tactics these people tend to use. Maybe they are badgering you? They want “aggro” and if that happens, you’re likely to lose. You don’t want aggression.

Aggressive people don’t have a pattern of aggression. Sometimes they are opportunistic and will wait till they have worn you down. You’re being badgered and baited. It’s not easy knowing what to do.

‘Dealing with Aggressive People’ Workshop Outline

Module	Topics	Key Learning Outcomes
Module 1: Personal Safety and Risk Awareness	Safety Risk Assessment	Identifying risks in different environments Recognising early warning signs of aggression Developing situational awareness to improve personal safety
	Fundamentals of Staying Safe	Prioritising personal safety in aggressive encounters Understanding how different environments influence risk levels Getting home safely is more important than winning an argument (D Carnegie) Applying basic safety protocols in high-risk situations
	Recognising Danger Signs and Behavioural Triggers	Understanding behavioural patterns that indicate potential aggression Identifying risk zones and planning response strategies Learning how to adjust personal positioning to reduce risk
Module 2: Understanding Aggressive Behaviours	Body Language and Non-Verbal Cues	Interpreting body language signals that indicate aggression Recognising gesture clusters that suggest escalating tension Adjusting personal body language to convey calm and control
	Behavioural Triggers and Aggression in Different Settings	Understanding the link between behaviour and underlying needs Identifying aggression triggers in healthcare, community services, and workplace settings Recognising how value systems shape responses to aggression
	Profiling and Understanding Challenging Behaviours	Identifying common difficult behaviours and their causes Understanding different behavioural styles in aggressive individuals Developing strategies to manage and respond effectively
Module 3: Communication and De-escalation Techniques	Managing Anger and Deflecting Aggression	Understanding how anger develops and escalates Implementing techniques to break the anger cycle Alarms, codes and sirens Recognising that behaviour breeds behaviour and adjusting responses accordingly Threats from groups
	De-escalation Strategies for Aggressive Situations	Setting boundaries to manage aggressive behaviour Controlling conversations to redirect aggression Confidently de-escalating situations through verbal and non-verbal techniques
Module 4: Assertive Communication and Resolving Conflict	Communicating with Clarity and Confidence	Establishing clear behavioural expectations Using cooperative language to create a calm environment Applying assertiveness techniques to handle problem situations effectively
	Handling Aggressive Interactions Over the Phone	Practising effective telephone etiquette in high-pressure situations Moving conversations forward while maintaining control Dealing with threats (e.g., self-harm) Using structured closing techniques to end difficult calls professionally