Conflict Resolution & Personal Safety Course: Facilities, Retail & Leisure Sectors

Course outline

Combines the best of Conflict Resolution, Lone Worker and Breakaway for teams that face a higher level of risk on a day-to-day basis.

It will raise self-awareness, improve confidence and teach people how to safely remove themselves from potential harm.

Suggested attendees

All frontline staff and those facing challenging or aggressive behaviour.

This Facilities, Retail & Leisure Conflict Resolution & Personal Safety training course is aimed at all staff including:

  • All new employees
  • Frontline staff
  • Public-facing staff
  • Those facing challenging or aggressive behaviour

Course content

Exploring conflict & lone working

  • Defining conflict
  • Lone working challenges
  • Common causes
  • Recognising behavioural changes

Communication models and de-escalation

  •  Verbal and non-verbal communication
  • Communication and de-escalation models and strategies
  • Control measures

Procedural, environmental and legal responsibilities

  • Dynamic risk assessing
  • Information gathering
  • Impact factors- personal and environmental
  • Policies and procedures
  • The legal framework and how it can support you

Lone working and personal safety

  • Self-awareness in lone working situations
  • Distance, stance and positioning
  • Tactical awareness
  • Disengagement techniques

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 escalating behaviour
  • Reduce the risk of conflict occurring
  • Implement measures to successfully manage a conflict situation
  • Interpret procedural, environmental and legal context of violence
  • Safely remove themselves from harm

At the end of this course your team will receive:

  • A certificate of attendance
  • Access to a dedicated delegate resource area via IKON Academy
  • Duration 3.5 hours

  • Delegates 12 Max

Delivery methods


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

Train the

IKON’s train the trainer service enables your team to deliver empowering motivational and insightful training that builds confidence and trust with their colleagues.

Contact us:

    We listen to our clients

    • Thank you, a wonderfully engaging course. Will be sending my engineers soon with confidence that they will learn a lot from it.

      Grosvenor Facilities Management

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      Let’s talk 01473 927 333

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