Conflict De-Escalation

How This Will Help

Conflict is something that most of us would simply rather avoid. These conversations can be messy, edgy, overwhelming, and stressful. For people who work with the public, there is the added challenge of often having an audience. An audience can quickly escalate the situation and often results in employees feeling overwhelmed and under supported.

Hospitality staff, first responders, retail workers, front desk employees, receptionists, hospital unit clerks, customer service professionals, and others that ideal with and interact with the public on a regular basis, often experience difficulty with customers (or members of the public) escalating emotions and behaviours, conflict, abusive behaviours such as verbal attacks and threats and sometimes physical altercations.

Safety, security, and wellbeing for all is the priority, but most employees are not trained or equipped with the proper support, policies, and techniques to safely and respectfully intervene and de-fuse these situations.

This training will give participants the critical skills to de-escalate conflicts when they arise—in a safe and effective way for all parties.