Conflict Management & Personal Safety
We provide a comprehensive range of training solutions focused on Conflict Management, drawing on extensive experience working with professionals across diverse sectors and roles. Most of our training is bespoke, designed in close consultation with each client to ensure it addresses the specific challenges their staff encounter in the workplace.
Our programmes have been successfully delivered to individuals in a wide variety of professional settings, including:
- Reception staff
- Security and enforcement officers
- Retail and hospitality staff
- Social care professionals
- Sports officials and referees
- Sports Centre staff
- Library and cultural services teams
- Regulatory and compliance officers (e.g., Trading Standards)
- Environmental services personnel, including waste collection and parking enforcement
We have particular expertise in Lone Worker Personal Safety training, with many years of experience equipping staff from a broad spectrum of industries with the knowledge and practical skills needed to stay safe while working independently.
We also offer targeted programmes for Managing Challenging Telephone Interactions, supporting staff in handling difficult calls with confidence, professionalism, and control.
In addition, we are proud to deliver NHS Conflict Resolution Training, and have done so since the programme’s inception in 2004. Our longstanding experience in this area means we are well-versed in the specific needs and expectations of healthcare environments and staff.
Conflict Management
This training is adaptable across a wide range of roles and sectors. We also offer fully tailored programmes to meet the specific needs, challenges, and workplace contexts of your team.
The training is bespoke, but a typical Conflict Management course might cover the following key areas:
- Understanding the Nature of Conflict
Explore what conflict is, how it arises, and its potential impact on individuals and teams. - Root Causes of Conflict
Identify common triggers and underlying issues that lead to conflict in the workplace. - Defining Unacceptable Behaviour
Clarify what constitutes inappropriate or disruptive conduct, including examples relevant to your environment. - Challenging Unacceptable Behaviour
Learn when and how to address problematic behaviour confidently and constructively. - Recognising Signs of Escalation
Understand the early warning signs and danger indicators that suggest tension is increasing or aggression may develop. - Practical De-escalation Techniques
Develop a toolkit of communication and behavioural strategies for managing and defusing difficult interactions. - Insights into Human Behaviour
Gain a better understanding of emotional responses, body language, and conflict styles. - Legal Considerations and Self-Defence
An overview of the legal framework around personal safety and appropriate responses in threatening situations.
Duration: 3 hours to a full day, depending on content.
Loneworker Personal Safety
This course is designed to support individuals whose work may involve being away from their usual base, including those who conduct site visits, home visits, or travel alone as part of their role. The course provides essential knowledge and practical strategies to help lone workers stay safe, assess risks effectively, and respond confidently in challenging situations.
Suitable for a wide range of roles and industries, this training is tailored to reflect the specific working environments and risks faced by each client, ensuring relevance and real-world application.
The training is bespoke, but a typical Lone Worker Personal Safety course might include the following key areas:
- Recognising Warning Signs of Aggression
Understand the behavioural and environmental cues that may indicate a potential threat or escalation. - Identifying Lone Working Risks
Explore common hazards and scenarios associated with working alone in unfamiliar or unpredictable settings. - Dynamic Risk Assessment Techniques
Develop the skills to assess evolving situations in real time and make informed decisions to ensure personal safety. - Risk Reduction Strategies for Lone Workers
Learn proactive measures and best practices for planning visits, maintaining communication, and reducing vulnerability. - Effective Communication in Conflict Situations
Learn how to use calm, assertive, and professional communication to manage and defuse incidents of conflict.
This course empowers participants to take a confident and responsible approach to their personal safety, helping to prevent incidents and respond effectively if challenges arise.
Duration: Typically 3 hours
Dealing with Challenging Telephone Calls
In today’s fast-paced, customer-facing environments, telephone communication remains a critical tool — but it also presents unique challenges. This engaging course is designed to equip participants with the skills, techniques, and confidence to handle difficult phone conversations with professionalism and empathy.
Whether dealing with angry customers, unclear requests, or high-stress situations, participants will learn how to stay calm, listen actively, communicate clearly, and de-escalate tension. The course combines proven communication strategies to help individuals respond effectively under pressure, maintain control of the conversation, and achieve positive outcomes.
A typical Dealing with Challenging Telephone Calls training course might include the following:
- Understand common triggers and types of challenging telephone interactions
- Develop techniques to manage emotional responses and maintain professionalism
- Practice active listening and assertive communication
- Learn de-escalation methods for handling anger, frustration, and conflict
- Use structure and clarity to control conversations and reduce misunderstandings
- Apply strategies for setting boundaries and managing expectations
Ideal For:
Can be tweaked to your industry, but is suitable for a variety of roles including customer service representatives, call centre staff, administrative professionals, technical support teams, and anyone who handles regular telephone communication in a professional setting.
By the end of this course, participants will feel more confident, capable, and in control when faced with difficult calls — turning challenging moments into opportunities for service excellence.
Typical Duration: 3 hours
Conflict Resolution for Healthcare Workers
This course is intended for all healthcare workers who are dealing with patients directly, whether on the telephone or in person.
It can be delivered in-person or virtually via Zoom.
For our community healthcare clients we can briefly cover elements around lone worker personal safety, although a more in-depth standalone session is recommended.
Conflict Resolution training was made mandatory for NHS frontline staff in 2004. SP Training Solutions started delivering this training back then and continue to deliver this training within a healthcare setting. This means we have more 20 years of experience of delivering this training and have delivered more than 2000 courses.
This session can be tweaked to suit the needs of the customer, but broadly the content is usually as follows:
- The different types of conflict
- The causes of conflict
- Reducing the opportunity for conflict
- Verbal and non-verbal communication
- Different methods of de-escalation
- The escalation cycle
- Behavioural patterns
- Warning & danger signs
- The law regarding self-defence
- practical personal safety
Duration: 3 hours
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