Conflict Management

Workplace Personal Safety, Conflict Management and Safer De-escalation Training

Workplace Personal Safety, Conflict Management and Safer De-escalation Training

Violence in the workplace is a fact of life.

Staff across all sections of the workforce face it on a daily basis. That can mean verbal or written threats, such as shouting, swearing or sending abusive e-mails.

It can be threatening behaviour, such as shaking fists, destroying property or throwing objects at staff. And, perhaps, worst of all, in extreme circumstances, it can mean staff being punched, head-butted, pushed, slapped, kicked or assaulted with weapons. Road workers whom we’ve trained have even had vehicles driven at them.

No matter how, when and why workplace violence takes place it is both unacceptable and illegal. Organisations and management also have a legal duty to protect staff from workplace violence.

Figures from the UK Health and Safety Executive show there were an estimated 688,000 incidents of Violence towards people at work in 2019-20

SALVAS are dedicated to ensuring that you and your staff can deal confidently with conflict situations that arise in the course of work. Best of all we provide effective training to ensure that you can defuse, calm and de-escalate them, before they turn violent.

We provide training in everything from reading body language, to using practised communication techniques to calm a potential trouble maker down, as well as the use of your open hands and body positioning to put over messages which help signal non- aggression and defend, when the need arises.

Staff become confident in their public-facing roles only after they’re made aware of their legal rights and responsibilities and when they know that management understands its responsibilities too.

At SALVAS, we will be happy to tailor courses to meet the specific needs of your business or service, bringing a wealth of operational understanding and experience of delivering effective training. That will empower both staff and management to deliver a better service to the public by keeping both staff and customers safe and protect the reputation of the business.

We’ll also show you why all instances of workplace violence should be reported to management, using an accessible ,efficient and searchable reporting system. That’s vital for lessons to be learned, procedures changed, or, if necessary, severe incidents to be reported to the police.

It’s especially important to record and report any incident which involves racial, disability or gender-based prejudice, which no member of staff should be expected to endure. A proper record must be kept, and staff trained to use the incident reporting system, to ensure that it is effective in helping stamp such behaviour out.

Workplace Personal Safety, Conflict Management and Safer De-escalation Training Courses

Salvas will work with you to help you and your staff safely manage conflict situations.

Training is designed based on your organisation’s needs.

From initial advice on managing all aspects of workplace violence through skills workshops and refreshers, we will help you equip your organisation with the tools to ensure a safe workplace for everyone.

In Person Workshops

Workplace Personal Safety, Conflict Management and Safer De-escalation Training Courses

Classroom based workshops are delivered face-to-face, ideally in the work setting.

In an engaging one-day workshop, people utilise quality interactive worksheets, small group facilitation exercises, walk thru’ scenario-based training (NOT role play) and practical instruction to ensure delegates learn how to safely manage conflict situations in their workplace.

During a typical one-day workshop, you will learn

Risks, Rights and Responsibilities  

  • Defining workplace violence
  • Identifying and Planning to reduce threats and vulnerabilities
  • Rights and responsibilities of staff 

Understanding Human Behaviour

  • Common causes of risk behaviours – Being Trauma Aware
  • Instinctive reactions to emotional or threatening situations
  • Potential triggers in self and others
  • Levels of escalation

Positive Interactions and Choices

  • Meeting people’s needs and expectations
  • Influencing positive outcomes
  • Overcoming barriers to communication

Dynamic Risk Assessment and Decision Making  

  • Dynamic Risk assessment model
  • Risk identification
  • Informed decision-making

Skills for Preventing Escalation

  • Positive, non-aggressive approaches to people, places and situations
  • Safer positioning and teamworking skills
  • Strategies to defuse, calm and resolve

Personal Safety and Post-incident

  • Responding to behaviours of concern
  • Heightened risk indicators
  • Exit strategies in higher-risk situations
  • Supporting those affected by work-related violence – The Immediate needs check

Lone and Solo Working  

  • Risks and vulnerabilities of lone working
  • Risk reduction measures we can take to prepare for working alone
  • Reducing risk when travelling alone
  • Reduce risk when arriving at a premises

Half day awareness workshops are ideal for those non-public facing staff, who are deemed at lower risk and who require an understanding of personal safety and conflict management.

Interested in this training?

Why Choose SALVAS Workplace Personal Safety, Conflict Management and Safer De-escalation Training Courses

SALVAS courses have benefitted a wide variety of workers, including bus revenue protection staff, community wardens, housing staff, education staff in schools and colleges, and health service providers, all of whom are subject to a range of workplace abuse and violence on a daily basis.

We include specific scenarios and case studies in our training entirely around the issues your staff face in their role. These could include Lone and remote working safely, visiting people in their homes, approaching people and vehicles, working with children and teenagers, and people with mental health or addiction issues.

After experiencing our training and support, all said that they were better informed, more confident when dealing with such situations, and less stressed at work as they felt ready and able to deal with what can be, without effective training, a real threat to staff satisfaction and safety with their working environment.

Workplace violence is a sad fact of life in an increasingly stressed world, but effectively trained staff and management are the key to de-escalating it before it starts. SALVAS can help.


As part of a step-change in training delivery, our E-learning modules can provide the complete answer for developing your staff’s confidence in safely managing or resolving conflict.

It can be used to increase the awareness of conflict throughout the entire workforce and help you with staff induction, teach basic information and refresh knowledge at work or from home.

They can learn online at a time and place that is suitable for the individual.

As part of a blended learning approach learners who use e-learning to pre-load core knowledge, can free time to be spent on practical skills’ practice

SALVAS offer eLearning courses designed for frontline staff who may encounter conflict situations in the course of their work.

The e Learning modules are interactive and have a completion time of about 2.5 hours.

Blended Learning

Human beings learn by watching, listening and doing.

Research shows that by combining training delivery methods you can make learning more meaningful for people.

During the Covid 19 pandemic, when face to face workshops was severely curtailed, SALVAS worked with Glasgow Overnight Welcome Centre to prepare staff to support and manage homeless guests many of whom had suffered emotional trauma and who had mental health and addiction problems.

Staff undertook a 2.5 hours of Positive Approaches to Behaviour and Safer De-Escalation e-learning programme covering positive and proactive approaches to managing different types of conflict based on respect for their centre guests and an understanding of their needs.

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