About this course
Anyone who deals with the public, or works in a pressured team, will meet conflict at some point. This short course gives staff a practical way to calm situations down and stay safe.
It covers the causes and stages of conflict, warning signs of escalating behaviour, communication and de-escalation techniques, and when to disengage and report.
What learners cover
- Common causes and triggers of workplace conflict
- How behaviour escalates, and the early warning signs
- Communication techniques that calm rather than inflame
- Personal safety, exit routes and when to disengage
- Reporting, recording and post-incident support
Course content
The course is delivered in short, bite-size sections that learners can stop and restart at any point.
- Section 1
Understanding conflict
Causes, triggers, flashpoints and how our own behaviour affects the other person.
- Section 2
Recognising escalation
Body language, tone and warning signs that a situation is becoming unsafe.
- Section 3
De-escalation
Active listening, empathy, non-confrontational language and problem-solving under pressure.
- Section 4
Staying safe
Distance and positioning, disengagement, calling for help, reporting and support afterwards.
Who it is for
Frontline and customer-facing staff, reception and security teams, health, care and education staff, and their managers.
Entry requirements: No prior knowledge is needed. The course is written in plain English and suitable for all staff.
How it is delivered
Fully online and self-paced
Learners work through the course at their own pace and can pause and resume where they left off.
Any device
Works on desktop, laptop, tablet and mobile, with audio, video and written transcripts throughout.
Interactive throughout
Scenarios, exercises and images keep learners engaged rather than clicking through slides.
Knowledge checks
Short checks at the end of each section so learners can see what has landed before moving on.
Average completion time is around 45 mins, though learners can take as long as they need and return as often as they like.
How it is assessed
Knowledge checks run throughout the course so learners can test understanding as they go. The course ends with a multiple-choice assessment taken online. Learners who do not pass first time can retake it.
Certification
Learners receive a Highfield Online Training digital certificate as soon as they pass the end-of-course assessment. Certificates download straight away and can be saved to a CPD log or staff training record.
Refresher guidance: Most employers refresh this training every 12 months, or sooner if the law, roles or workplace risks change.
How it works for teams
- 1. Choose how many licences you need and pay by card, or request an invoice.
- 2. Add your learners' names and email addresses.
- 3. We set them up on the course platform and they receive their login by email.
- 4. Track who has been set up from your account.