De-esclation Training
This training course equips delegates with the knowledge and practical strategies to effectively recognise, prevent and respond to potential escalation in verbal or emotionally charged situations.
Delegates learn to manage conflict ethically and professionally, with a focus on equity, empathy, and respect.
This course is suitable for anyone in public-facing roles—including managers, support staff, customer services, care workers, security personnel and colleagues in educational or healthcare settings.
No previous training is required; all that’s needed is an interest in creating safer, calmer, more inclusive environments.
Why choose this course?
- Delivered in a safe, inclusive and interactive learning environment, consistent with Equality and Diversity UK’s approach
- Emphasis on embedding equality values and respectful communication in high stress interactions
- Activities and case studies are designed to build reflective practice, empathy, and confidence in safe intervention
In House Training Enquiry
Click hereCourse Content
- Understanding conflict escalation and its triggers
- Identifying early warning signs and carrying out dynamic risk assessment
- Verbal and non verbal communication skills to de escalate tensions
- Application of assertive and empathetic interventions
- Use of active listening, open ended questions, and calming language
- Strategies from the De Escalating Aggressive Behaviour Scale (DABS), including valuing, reducing fear, and remaining calm
- Exploring scenarios: participants work through realistic case studies tailored to their organisation
- Planning safe interventions, boundaries, and follow up protocols
Proposed Course Outcomes
By the end of the training, delegates will:
- Recognise causes and triggers of conflict or aggression
- Perform dynamic safety assessments and identify escalation signals
- Use positive communication and assertive techniques to defuse tense situations
- Remain calm and professional under pressure, even during confrontation
- Know when and how to intervene or escalate concerns appropriately
- Understand the importance of reporting all incidents, including near misses
- Develop a personal action plan for implementation within their organisation
Delivery options
- Available onine via Zoom, or in house face to face
- Suggested duration: Half day (2.5 hours) or full day (normally 10.00 am to 3.30 pm), customisable
- Virtual Zoom sessions limited to 15 delegates. In person - maximum 20 delegates
- Content is fully tailored to reflect your organisation’s context, values, and risk profile
- Delegates receive training materials and a certificate on successful completion
Cost
In House Course
Half Day: £595
Full Day: £895
Courses run via
Zoom, recommended maximum 10 delegates per session - up to 15 if required
Face to Face courses: maximum 20 delegates per session
Travel costs are in addition for face to face courses. Please see our Costs and Agreement
More info
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