Conflict management

Course outline

All frontline staff whose work brings them into direct contact with members of the public – under legislation it is an employer’s responsibility to ensure that individuals and roles are risk-assessed in relation to violence and aggression.

Suggested attendees

All frontline staff whose work brings them into direct contact with members of the public.

This Transport Conflict Management training course is aimed at all staff including:

  • All new employees
  • Revenue Protection
  • Guards
  • Gate-line staff
  • Customer Services

Course content

Exploring conflict

  • Defining conflict
  • Common causes
  • Stages of conflict

Communication models and de-escalation

  • Conflict examples
  • Warning and danger signs
  • Communication models
  • Cultural differences
  • Communication and de-escalation

Procedural, environmental and legal responsibilities

  • Use of force legislation
  • Risk assessments
  • Policy and best practice
  • Mental Capacity Act

Incident reporting and support

  • Documentation and systems
  • Post-incident procedures
  • Options for support

By the end of this course your team will be able to:

  • Recognise conflict and the causes
  • De-escalate aggressive behaviour effectively
  • Understand procedural and legal context of violence
  • Provide post-incident procedures

At the end of this course your team will receive:

  • A certificate of attendance
  • Receive a course workbook
  • Access to a dedicated delegate resource area
  • Duration 6 hours

  • Delegates 16 Max

Delivery methods

IKON Live remote workplace
training

Our effective remote communications training enables your people to get the training they need wherever they are, with a real life IKON trainer, via Microsoft Teams.

Face-to-face
training

Many of our courses, especially those with physical skills, can be delivered in a face-to-face training environment, either at your venue or ours.

Train the
trainer

IKON’s Train the trainer service will enable your team to deliver motivational and insightful training that builds confidence and trust with delegates.

Contact us:

    How would you like to be contacted?


    We listen to our clients

    • Merseyrail has been working for IKON for almost ten years. IKON has developed programmes around conflict resolution and Travelsafe. Their delivery methods, adaptability, professionalism and knowledge in this area has allowed us to achieve our lowest passenger accident rate ever.

      Daniel Dale,
      Competency Training Manager, Merseyrail

    • The course was great fun and very informative, would highly recommend.

      Merseyrail Transport

      View all

      Let’s talk 01473 927 333

      Please select sector
      Education and further learning Facilities, retail and leisure Health and social care Local authority and housing NHS Transport