Conflict Management and De-Escalation Skills

Duration: 1 day

By request Booking

Contact us to get details
No. of attendees

Conflict Management and De-Escalation Skills


  • No dates

Enforcement officers are required to carry out investigations and conversations as part of their role. This work may involve situations that can lead to conflict. It is essential that officers are aware of the potential for conflict and how to assess the risk, de-escalate it, take precautions and if it becomes necessary protect themselves in these potentially hostile situations.

Key Learning Points

  • Recognise the signs of aggression.
  • Know the importance of de-escalation.
  • Use communication skills effectively.
  • Understand how to defuse a situation with an aggressive person.
  • What helps and inhibits communication.
  • Demonstrate de-escalation techniques.
  • Explain the stages of a violent episode (Kaplan and Wheeler).
  • Explain the ‘Batari box’ and how this affects our relationship in potential conflict.
  • Explain the Behavioural Influence Stairway Model (BISM). This model was devised by the FBI to resolve conflict with a person. The model is 90% effective in resolving conflict without using force.
  • Consider risks – the factors that should be considered when thinking about personal safety.
  • Use the People, Environment and Task (PET) risk assessment method.
  • Have improved communication skills when we are dealing with an aggressive person.
  • Know how to handle confrontational situations.
  • Have a greater awareness of what is situational awareness. How we can improve our situational awareness and what are the barriers to situational awareness. A short video is used to assess the delegates situational awareness.
  • Understand that the use of Personal Safety/Breakaway/Self Defence techniques are a last resort which should not be used lightly.
  • Protect themselves from grabs, punches, kicks or weapons.

Who should attend

  • Public sector and Professional Regulators,
  • Local Authorities team members,
  • Medical, Social and Healthcare professionals,
  • Private sector organisations and teams...

This training will be of benefit to anyone who may encounter a difficult of hostile situation as part of their job.

Learning Tools:

  • Trainer-led interactive discussions
  • Plenary sessions
  • Practical exercises
  • Case studies
  • Role-Plays and debriefs

Meet the trainer

John Khastar, Director, Security Consultant and Trainer

John Khastar is a former Prison Service manager and National Trainer for Her Majesty's Prison Service. John worked in a variety of prisons, including HMP Wakefield which is a high security prison housing some of the most dangerous and violent prisoners in the UK.

In 2006, John became the Training manager in Wakefield with responsibility for writing and delivering a diverse training curriculum to over one thousand members of staff. During this time John won several awards for designing an innovative training package for staff that was later adopted by the entire Prison Service.

Whilst at HMP Wakefield John became a hostage negotiator and has been involved in various negotiation incidents all of which have been successfully resolved by peaceful methods. John was also trained as a Control and Restraint trainer teaching de-escalation techniques, break away techniques, including full control and restraint of a refractory prisoner. John has also been trained as a Silver Commander for the prison service. John’s final role with the Prison Service gave him responsibility for delivering training right across England and Wales.

John now specialises in a variety of ‘Hostile Situation Training’ and ‘De-escalation and lone worker training’ for the public and private sector. 

To plan this training course for your organisation at a specific date that suits you please contact usand we will arrange this with you.

Specific Course Materials for Exercises, Simulations and Role-Plays: La Touche Training will work with you and your organisation to create bespoke case studies enabling the training delivery to meet the needs of all attendees.