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 6 Hours

  • Delegates 12 Max

Delivery methods

Face-to-face
training

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
trainer

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

    • We have been working with IKON since 2018 and have never had any issues or complaints. The team always speaks highly of the training managers. The training received helps the team deliver on some difficult, challenging situations. One of the team's main roles is to keep people safe, whether nurses, patients, or visitors. The training provided helps the security team achieve that.

      Yameem Choudhry, Head of Operations, Security South

      Carlisle Support Services

    • Just wanted to ping over some validation following the recent de-escalation training held in London, we had a couple of unpleasant incidents take place in Oxford Street over the weekend and the way the team dealt with it at the moment was honestly faultless!

      There was no confusion or lack of confidence, a Supervisor approached the challenging individuals and calmly asked them to leave the store, afterwards the whole team checked in with each other and it didn't impact the day whatsoever.

      Manager, Health and Safety Team

      LUSH

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      Education & Further Learning Training Facilities, Retail & Leisure Health & Social Care Local Authority & Housing NHS Transport