On behalf of the management of WesTrac, I would like to thank you and your team for the valuable assistance given to us in determining the content and facilitating the cultural integration sessions that took place as a result of a new business acquisition. We have had a lot of positive feedback from both the management of WesTrac and the newly acquired employees
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.
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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.
Get the Tools to Handle Tough Moments
Our de-escalating conflict workshop 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.

Australia-wide training courses and workshops
At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our De-Escalating Conflict Techniques Training Course is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.
With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from De-Escalating Conflict Techniques Training Course and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.
Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.