Conflict De-Escalation Course

As a security professional, one of the most critical skills you can develop is the ability to manage and de-escalate conflicts effectively.

This course on Conflict De-Escalation is designed to equip you with the necessary tools and techniques to handle confrontational situations professionally and safely.

By understanding how to recognize and respond to conflicts, you will not only enhance your personal safety but also increase your effectiveness in maintaining a secure environment.

Completing this course will add a valuable skill to your resume, demonstrating your commitment to professional development and your ability to handle complex interpersonal interactions.

Who Should Sign Up for Conflict De-Escalation Training?

This is an online, Conflict Prevention course for frontline, customer-facing employees.

The Conflict De-Escalation course is essential for security guards who regularly encounter challenging situations that require calm and controlled intervention.

Security professionals are often the first responders to incidents that have the potential to escalate into serious conflicts.

By enrolling in this course, security guards can gain critical skills in recognizing the early signs of conflict, applying effective communication techniques, and employing strategies to de-escalate tense situations.

This training is not only vital for personal safety but also for maintaining a secure and peaceful environment in the areas they are tasked with protecting.

Retail and public-facing employees are also ideal candidates for this training.

These individuals frequently interact with customers and the general public, where misunderstandings and disagreements can easily arise.

The Conflict De-Escalation course provides these employees with the knowledge and skills to handle confrontations diplomatically and efficiently.

By understanding how to manage conflicts, they can prevent situations from escalating, ensuring a safer and more pleasant experience for both themselves and their customers.

This training can be particularly beneficial in high-stress environments where tensions can run high.

Why is Conflict De-Escalation Training Important?

For security professionals, recognizing that an individual’s behaviour often stems from a perceived threat is paramount.

Addressing these situations effectively requires that we avoid being seen as an additional threat ourselves.

Instead, we should aim to position ourselves as part of the solution, or at the very least, as neutral parties committed to assisting in resolving the issue.

This course serves as a practical toolkit, equipping you with the knowledge and strategies necessary to navigate conflicts with confidence.

By focusing on legal and safety implications, it ensures that you are well-prepared to handle confrontational situations responsibly and professionally.

Conflict De-Escalation Course Outline

1. Conflict, Aggression and Triggers
   • Lesson One Introduction
   • Conflict Types
   • What is a Dispute?
   • Types of Conflict
   • Conflict Styles, The Thomas-Kilmann Conflict Mode Instrument
   • The Five Conflict-Handling Modes
   • Aggression
   • Triggers
   • Managing Triggers
   • Triggering Conflict in Others
2. Psychology of Conflict
   • Needs Theory
   • Attribution Biases
   • The Amygdala Hijack
   • Empathy
3. Staff Skills
   • Characteristics of Effective De-Escalators
   • Self-Regulation
   • Verbal & Non-Verbal Communication
   • Active Listening
4. The Subject’s Behaviour
   • Understanding What Factors Influence Behavior
   • Anxiety
   • Challenging Authority (Defensive/Confrontational)
   • Venting
   • Threats and Intimidation
   • Violence
   • De-escalation of Energy and Emotion
   • Interpreting Non-Verbal and Paraverbal Cues
   • Self-Directed Individual Exercises (optional)
5. The Intervention Process
   • Establishing Rapport and Respect in De-Escalation
   • When to Intervene
   • Safety Considerations
   • De-Escalation Strategies
   • Limit Setting and Authoritative Strategies
   • Conclusion
6. Liability Considerations
   • Criminal Liability
   • Civil Liability
   • Human Rights
   • Organizational Policies and Procedures
   • The Court of Public Opinion
   • Conclusion
7. Combining the Elements
   • Putting it All Together
   • Demonstrating Authority
   • Additional Tips for Effective De-Escalation
   • In Summary
8. Incident Response Framework
   • Arriving on Scene
   • Plan the Intervention
   • The Intervention
   • Debriefing the Intervention
   • Liability and Summary of Incident Response
9. Conclusion & Next Steps

Last Updated on Jul 19, 2024