Conflict Management

De-Escalating Conflict Techniques Training Course

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.

This De-Escalating Conflict Techniques course equips participants with practical, evidence-based strategies to safely manage challenging and aggressive behaviours. The approach is comparable to frameworks used in CPI and MAPA training, focusing on early intervention, emotional regulation, and safe de-escalation in workplace and public-facing environments.

Get the Tools to Handle Tough Moments

Our conflict de-escalation training 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.

Frequently Asked Questions

Who should attend a de-escalating conflict techniques course?

This course is ideal for professionals who regularly deal with challenging interactions, including frontline staff, managers, customer service teams, healthcare workers, and public sector employees.

What skills will I gain from this course?

Participants will learn practical de-escalation techniques, including active listening, emotional control, conflict resolution strategies, and effective communication methods to manage difficult situations calmly and professionally.Related resources:

Dealing with Aggressive Behaviour

How does this course help in real workplace situations?

The course focuses on real-life scenarios such as handling angry customers, resolving disputes, and managing workplace tension. Participants gain practical tools they can apply immediately in high-pressure situations.

Why are de-escalation skills important in the workplace?

De-escalation skills help prevent conflicts from escalating into serious issues, improving safety, communication, and overall workplace culture. They are especially important in customer-facing and high-stress environments.

Does the course cover dealing with aggressive behaviour?

Yes. The course includes techniques for recognising and responding to aggressive behaviour, helping participants manage situations safely and effectively.Related resources:

Conflict Resolution Skills

Burying the Hatchet Training Course

The key to “burying the hatchet” is being able to understand difficult issues and have a toolbox of conflict resolution techniques. Employees and management often find themselves in situations where they are forced to work and communicate with people but are unable to make a connection with them. Occasionally negative reactions to others can be a result of value systems, projection, transference, personality types, societal differences, cultural norms and even dysfunctional behaviour.

“Holding on to resentment and engaging in petty conflicts inhibits the machinery of local government.” — J. Richards

Managing conflict in the workplace and positively resolving issues helps to create a productive and harmonious work environment. Many managers and employees have simply not had the training to “bury the hatchet”. And sometimes that is all it takes! Learn some new strategies and you will notice an immediate and positive difference. Our conflict resolution strategies enable you to deal effectively with difficult situations and people. Imagine the difference if all your people were functioning at a level of emotional intelligence that transcends differences of opinion. If you have conflict, why don’t you try this unique approach? As Woody Allen remarked, “80% of success is showing up”.

Conflicts are often inevitable and hard to deal with. However, with the right approach, it is possible to resolve a conflict in the workplace. Our course for conflict resolution in the workplace equips participants with the tips and techniques to calmly deal with problems.

Through an experiential learning process participants will be guided through a journey of understanding as well as specific skill development in the areas of reflective listening, rapport building, developing self-awareness, assertiveness and delighting in diversity.

1.2 KEY HATCHET TRAINING AREAS

Hatchet Identification	Behaviours and hatchets Root cause focus instead of symptomatic responses Difference scanning Behavioural continue-stop-start model A puzzle exercise will be used to create an experiential learning environment. Participants will observe behaviours and this will be followed by discussion.
Emotional Intelligence	Attitude, beliefs, values and expectations can be damaging to relationships Our “quality world” causes frustration and resentment and destroys relationships The importance of intrapersonal and interpersonal intelligence Interactive presentation and discussion
Types of Conflict and how to Overcome Them	Different types of workplace conflict Identifying the #1 cause of conflict The most common dysfunctions of teams Generating rapport with people whom we see as very different to ourselves Practical group exercises and discussion.
Listening Without Generating Solutions	Listening effectively demonstrates respect and thus builds others self esteem Listening is about self control instead of self indulgence Discuss concepts without fear of ridicule Listening without generating solutions or directing the conversation builds personal power Practical group exercises and discussion.
Setting Boundaries and Creating Psychological Safety	A formula for setting boundaries with people who overstep them Eliminating words that cause negative reactions Being clear about what behaviour you prefer Communicate with people as if they are well intentioned A practical exercise with explanation and discussion.
Diversity of Values	Values drive our behaviour and perceptions People have different values ? no-one’s values are “better” than others Differences in values cause a breakdown in relationships Learning to respect others values assists us to view difficult people as different Dealing with difficult people in meetings Practical group exercise followed by discussion.
Delighting in Differences and Action Planning	How our personality styles cause us to engage in conflict Being dominant or passive generates negative results Respecting diversity of ideas and making the best of different approaches Behavioural change Group exercise with observation and discussion.

Our Local Government customers include: Bass Coast, Boroondara, Brimbank, Casey, Fairfield, Frankston, Gladstone, Glen Innes, Hobsons Bay, Manningham, Maroondah, Nillumbik, Port Phillip, Rockhampton, Somerset Regional Sydney, Towoomba, Whitehorse, Whittlesea, Wyndham, Wodonga, Yarra Ranges.

THE NUTS AND BOLTS

GUIDELINES

Group Size: An ideal group size is 4–12 participants.

Venue: For your convenience, you can choose to conduct this program at your offices. Alternatively, we can provide a training venue at a small additional cost.

Cost: Upon request.

Making a Line in the Sand Training Course

After this brinkmanship in-house training course, you’ll find the participants referring to the line in the sand. It’s a clear marker and an easy visual for people to remember.

You’ll also notice the participants have a pep in their step the very next day.

Making a Line in the Sand In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this program at your workplace. Alternatively, we can provide a training venue at a small additional cost.

Duration: Each course can be tailored to your timeframes.

Target Audience: Managers and staff

Bullying Training Course – Removing Workplace Bullies

This workplace bullying course is a good opportunity to quickly revisit your bullying policy and procedures. Imagine the difference if you removed all bullying allegations from your workplace. Our course enables participants to effectively deal with workplace bullying.

“Inwardly they are hoping the situation will sort itself out — it almost never does.”

Nuts and Bolts

Would you like to attend this program?

For maximum effectiveness, this program is best conducted as an in-house program.
Ideal group size: 6–14 participants
Venue: This niche course can be conducted for your managers and team leaders at your premises. Alternatively, we can provide a training venue at a small additional cost.
Duration: This program can be modified to fit within your timeframe.
Cost: Price on request.

Wondering how to deal with a bully? Our course is ideal for you.

If you would like more information on this training program, please contact:
Preferred Training Networks on 1300 323 752
Email: Deborah [email protected]
or visit our website today: www.preftrain.com

Where’s Bully? 4.1 out of 5 based on 39 user ratings.

Dealing With Difficult People Training Course

Sometimes difficult people enjoy being difficult. They enjoy being abusive. They gain immense satisfaction from trying to ruin your day.

So, what can you do? How can you set boundaries for difficult people? How do you complete your work in the presence of difficult people? This course will give you the psychological tools to remain composed when dealing with difficult people. The aim is to keep you safe and calm in the face of adversity. Tomorrow is another day and sometimes a tactical withdrawal is the best defence.

This course will also show you what not to do. You don’t want to inflame the situation and you want to keep your personal safety top of mind.

‘Dealing with Difficult People’ Workshop Nuts and Bolts

Would you like to attend this tailored program?

For maximum effectiveness, this course is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this course at your workplace. Alternatively, we can provide a training venue at a small additional cost.

Duration: Each course can be tailored to suit your timeframes.

Look at what you receive within 24 hours at no cost:

An obligation free proposal
A bio of a proposed trainer
Training cost

The team at Preferred Training Networks can also provide you complementary training in a range of areas including conflict resolution courses, workplace behaviours courses, influencing skills training, facilitation courses and general staff development and training.

Dealing with Difficult People Training’ Course Outline

Module	Topics	Key Learning Outcomes
Module 1: Difficult Behaviours	Recognising and Categorising Difficult Behaviours	Understanding different types of challenging behaviours Identifying common triggers for difficult interactions Determining the target audience for intervention strategies
	Understanding the Psychology Behind Behaviour	Exploring why individuals exhibit difficult behaviours Identifying patterns that lead to unproductive interactions Recognising when behaviours are situational versus personality-driven
	Common Types of Difficult Behaviour	Differentiating between aggressive, passive-aggressive, and resistant behaviours Learning to adjust communication strategies based on behaviour type Managing emotional responses when confronted with challenging individuals
Module 2: Behavioural Styles and Personal Awareness	Understanding Behavioural Styles	Identifying different personality and communication styles Using a styles questionnaire to assess behavioural preferences Tailoring conversations Recognising personal strengths and their potential overuse
	Flexibility in Communication Approaches	Learning how to adapt to different communication styles Adjusting responses based on the needs of the conversation Maintaining control in high-pressure interactions
	Managing Emotions Under Pressure	Recognising personal emotional triggers Developing self-regulation techniques to stay composed Using de-escalation methods to prevent situations from escalating
Module 3: Handling Anger and Conflict Escalation	Understanding and Managing Anger	Exploring how anger affects communication and decision-making Recognising signs of escalation and stopping the anger cycle Implementing techniques to redirect emotional energy productively
	The Role of Thoughts in Emotional Reactions	Understanding how thought patterns shape emotional responses Challenging unhelpful thoughts to maintain control Emotional Intelligence insights Understanding self-conditioning Using cognitive strategies to stay objective and solution-focused
Module 4: Strategic Communication for Difficult Interactions	Avoiding Conflict Escalation	Recognising behaviours that intensify disagreements Understanding how different value systems influence reactions Utilising strategic withdrawals as a safety technique Preventing unnecessary conflict through strategic dialogue
	Choosing Language That De-Escalates Tension	Identifying words and phrases that trigger defensive reactions Substituting inflammatory language with neutral phrasing Ensuring clarity while maintaining a professional and calm tone

Frequently Asked Questions

What types of difficult people or behaviours does this course cover?

This course explores practical ways to manage challenging workplace behaviours such as aggression, defensiveness, blame shifting, poor communication, emotional reactions, and resistance to feedback.Related courses:

Will participants learn how to stay calm during difficult conversations?

Yes. Participants learn techniques to manage their own reactions, communicate clearly, set boundaries, and respond professionally when dealing with emotionally charged or difficult situations.Related courses:

Is this course useful for customer-facing and internal workplace situations?

Absolutely. This training is suitable for staff dealing with difficult customers, clients, colleagues, stakeholders, or team members. The content can be tailored to reflect your organisation’s real workplace scenarios.Related courses:

Walking on Eggshells with an Elephant in the Room Training Course

It becomes almost habitual to not notice the elephant in the room. In the “Walking on Eggshells with an Elephant in the Room” course, the facilitators coax the major issue back into the foreground. Participants use different tools to gain different perspectives of the issue. The root cause of the issue is then identified. Participants are often amazed how an independent facilitated session can be such a positive experience after the issue was previously too prickly to touch. Participants discover new solutions, and work collaboratively towards a solution, as your facilitator helps participants begin cracking eggshells at a comfortable pace.

Walking on Eggshells with an Elephant in the Room In-House Program Details

This program can be conducted as in-house training at your offices anywhere in Australia.

Group Size: An ideal group size is 5–9 participants.
Venue: For your convenience, you can choose to conduct this program at your offices. Alternatively, we can provide a training venue at a small additional cost.
Duration: This program is conducted as a full-day program with a suggested half day follow-up workshop.
Cost: Upon request.
Target Audience: Staff, supervisors, team leaders and managers.

Performance Management & Bullying Awareness Training Course

Managers and Leaders are responsible for driving productivity. Sometimes Managers or Leaders are held back by a fear of accusations of bullying. Do your people know how to proceed without the anxiety? Do they know how to proceed with courageous conversations without being accused of bullying? Do they know how to avoid or manage a bullying accusation?

“The challenge of leadership is to be strong, but not rude; be kind, but not weak; be bold, but not bully; be thoughtful, but not lazy; be humble, but not timid; be proud, but not arrogant; have humour, but without folly.” Jim Rohn

Performance Management & Bullying Awareness In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.

Ideal group size: 4–9 participants.

Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.

Duration: Your Performance Management And Bullying Awareness Course can be modified to fit inside your timeframe.

Cost: Price on request.

Target Audience: Employees, Supervisors, Team Leaders, Senior Managers or CEO’s.

If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.

Performance Management And Bullying Awareness 4.3 out of 5 based on 58 user ratings.

Dealing with Emotional People Training Course

This in-house program is designed to assist participants to effectively deal with people facing difficult situations. Through an experiential learning process participants will be guided through a journey of understanding as well as specific skill development in the areas of reflective listening, rapport building, developing self awareness, assertiveness and delighting in diversity. Participants will leave with a greater understanding of how their performance and behaviour can make a huge difference to people in tough situations.

‘Dealing with Emotional People’ Workshop Action Plan

Communicate with style.
Display empathy with the person.
Deflect and/or redirect anger and stay positive.
Practice transactional analysis techniques.
Keep the conversation focussed and reposition suggestions to hit the mark.
Use interruption techniques to reduce venting.
Practice active listening and questioning skills.
Practice voice control and tonality techniques.
Search for easy concessions that are of high value to other parties.
Set behavioural boundaries.
Understand the different roles the person is assuming.

‘Dealing with Emotional People’ In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.
Ideal group size: 4–12 participants.
Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
Duration: This program can be adapted to meet your requirements.
Cost: Price on request.
Target Audience: Employees, Supervisors and Managers.

If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.

Dealing with Emotional People Course 4.4 out of 5 based on 43 user ratings.

Managing Egos At Work Training Course

Managing Egos At Work In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.

Ideal group size: 4–10 participants.

Venue: For your convenience, you can choose to conduct this program at your premises. Alternatively, we can provide a training venue at a small additional cost

Duration: This program can be conducted as a one day or half day program

Cost: Price on request.

If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.

Managing Parent Expectations Training Course

Some parents can be very difficult when there’s a gap between what they expect and their perception of your service delivery. Surely it makes sense to understand how parents form expectations of your school. If you know how the expectations are formed in parents’ minds, then you can mould and reset them.

Businesses invest heavily in bridging the gap between customer expectations and the service delivery. It is time for schools to learn how to identify unrealistic expectations. In this breakthrough course, participants discover a proven method of resetting parent expectations.

“If you accept the expectations of others, especially negative ones, then you never will change the outcome.” – Michael Jordan

Managing Parent Expectations In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.

Options: For 10–25 people, we recommend the half day or full day version. For 25–100 people, we recommend a truncated keynote presentation (90 mins – 2 hours)

Venue: For your convenience, you can choose to conduct this program at your school. Alternatively, we can provide a training venue at a small additional cost

Target Audience: Education Professionals (and non-teaching staff)

Cost: Price on request.

If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.

‘Managing Parent Expectations’ Workshop Outline

Module	Topics	Key Learning Outcomes
Module 1: Understanding Parent Expectations	How Expectations Are Formed	Exploring how parents develop expectations for their child’s education Recognising the role of past experiences, social influences, and personal beliefs Identifying key factors that contribute to unrealistic expectations Clubhouse leaders of unrealistic expectations
	Recognising Unrealistic Parental Expectations	Understanding the impact of unrealistic demands on school staff Learning techniques to manage and reset expectations Developing proactive strategies to address concerns before they escalate
Module 2: Effective Communication Strategies	Handling Challenging Parental Interactions	Recognising different types of challenging parental behaviours Using structured responses to de-escalate difficult conversations The school that sacked the parents Maintaining professionalism while addressing concerns effectively
	Improving Communication to Reduce Conflict	Using active listening and paraphrasing techniques to improve engagement Applying the ‘Broken Record’ technique to reinforce key messages Using diplomatic diversions to redirect unproductive discussions
	Encouraging Respectful Communication Through I Statements	Framing conversations to minimise defensiveness Expressing concerns clearly while maintaining a positive dialogue Teaching parents how to communicate respectfully and constructively
Module 3: Standardising Expectations Within the School Community	Developing a School-Wide Approach to Managing Expectations	Creating a standardised set of measures for communicating school policies Ensuring consistency in messaging from all staff members Reducing parental confusion through clear and transparent communication
	Strategies for Reinforcing Expectations	Using newsletters, meetings, and digital platforms to educate parents Encouraging a collaborative approach to school-parent partnerships Next level – the school sues the parents (what happened) Establishing guidelines for constructive feedback and complaints
Module 4: Building Resilience and Well-Being Strategies	Developing Resilience in the Face of Parental Demands	Understanding the psychological impact of frequent parental pressures Using self-regulation techniques to remain calm under stress Box breathing Implementing professional boundaries to protect emotional well-being
	Stress Management Techniques for Educators	Identifying early signs of stress caused by parental interactions Applying relaxation techniques to maintain composure during difficult conversations Using mindfulness and self-care strategies to prevent burnout
	Practical Well-Being Strategies for Educators	Exploring sleeping techniques recommended by psychologists to enhance resilience Practicing learned optimism to maintain a positive outlook in challenging situations How strong is a chain? Encouraging a culture of peer support within the school community

Conflict Management

Get the Tools to Handle Tough Moments

The Value of Effective Conflict De-Escalation Skills Training

Frequently Asked Questions

Making a Line in the Sand In-House Program Details

‘Dealing with Difficult People’ Workshop Nuts and Bolts

Dealing with Difficult People Training’ Course Outline

Frequently Asked Questions

Walking on Eggshells with an Elephant in the Room In-House Program Details

“The challenge of leadership is to be strong, but not rude; be kind, but not weak; be bold, but not bully; be thoughtful, but not lazy; be humble, but not timid; be proud, but not arrogant; have humour, but without folly.” Jim Rohn

Performance Management & Bullying Awareness In-House Program Details

‘Dealing with Emotional People’ Workshop Action Plan

‘Dealing with Emotional People’ In-House Program Details

Managing Egos At Work In-House Program Details

“If you accept the expectations of others, especially negative ones, then you never will change the outcome.” – Michael Jordan

Managing Parent Expectations In-House Program Details

‘Managing Parent Expectations’ Workshop Outline

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