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Conflict Management (Train the Trainers)

Availability: In stock

This product is not available for online ordering, please contact us about booking or click here to fill out a quick enquiry form.

Quick Overview

This 'Train the Trainers' course is designed to enable nominated trainers to deliver in-house training which gives learners the skills to effectively prevent and manage situation where there is conflict or confrontation. The course concentrates on identifying and reducing potential triggers, watching for changes in behaviour, managing your own stress as well as de-escalating the situation.



Individuals who are responsible for delivering training to staff how to respondsafely and effectively to 'challenging behaviour'.

The course is suitable for individuals with or without previous experience of delivering ‘Physical Intervention’ training.

SecuriCare are a member of the ICM (Institute of Conflict Management) Quality Award centre.


To develop the nominated competence and confidence, and enable them to deliver effective training in how to manage all types of challenging, angry, threatening or aggressive behaviour.


  • The legal context, health and safety law, policies, procedures an guidelines
  • What is conflict? What is violence? What is conflict management?
  • Understanding why people become angry, abusive and aggressive
  • Preventative measures: customer service, safety and security procedures
  • Dynamic risk assessment; reducing the risk of conflict, confrontation or violence
  • Understanding and managing the "fight or flight" stress response
  • Developing effective communication skills
  • How to be an assertive communicator
  • Defusing, de-escalating, calming and resolving conflict
  • Post incident procedures, recording and reporting requirements


Formal presentation, group work, practical exercises and discussion.

Learners knowledge is evidenced by verbal or written questioning.

Contact us for more information and to discuss your needs: E: trainers@securicare.com or T: 01904 492442

Additional Information

Product Type Classroom Training

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