As a security guard, mastering the art of managing and de-escalating conflicts is one of the most important skills you can acquire.
This Conflict De-Escalation course is crafted to provide you with the essential tools and techniques to handle confrontational situations safely and professionally.
By learning to recognize and respond to conflicts effectively, you will not only boost your personal safety but also enhance your ability to maintain a secure environment.
Completing this course will add a valuable skill to your resume, showcasing your dedication to professional growth and your competence in managing complex interpersonal interactions.
A certificate will be emailed upon completion.
Who should register
Security Professionals
The Conflict De-Escalation course is essential for private security guards who regularly encounter challenging situations that require calm and controlled intervention.
Security professionals are often the first responders to incidents that have the potential to escalate into serious conflicts.
By enrolling in this course, security guards can gain critical skills in recognizing the early signs of conflict, applying effective communication techniques, and employing strategies to de-escalate tense situations.
This training is not only vital for personal safety but also for maintaining a secure and peaceful environment in the areas they are tasked with protecting.
Retail and Public-Facing Employees
Retail and public-facing employees are also ideal candidates for this training.
These individuals frequently interact with customers and the general public, where misunderstandings and disagreements can easily arise.
The Conflict De-Escalation course provides these employees with the knowledge and skills to handle confrontations diplomatically and efficiently.
By understanding how to manage conflicts, they can prevent situations from escalating, ensuring a safer and more pleasant experience for both themselves and their customers.
This training can be particularly beneficial in high-stress environments where tensions can run high.
Supervisors and Managers
Supervisors and managers should also consider signing up for this course.
In leadership positions, these individuals are often called upon to resolve conflicts within their teams or with clients.
The skills acquired through this training can help them approach conflicts with a calm and strategic mindset, promoting a harmonious and productive workplace.
Furthermore, completing this course enhances their leadership capabilities by demonstrating their commitment to professional development and their ability to handle complex interpersonal dynamics effectively.
Overall, the benefits of this training extend beyond conflict management, contributing to improved communication, enhanced safety, and a more positive organizational culture.
Why is Conflict De-Escalation Training Important?
For security professionals, recognizing that an individual’s behaviour often stems from a perceived threat is paramount. Addressing these situations effectively requires that we avoid being seen as an additional threat ourselves. Instead, we should aim to position ourselves as part of the solution, or at the very least, as neutral parties committed to assisting in resolving the issue.
This course serves as a practical toolkit, equipping you with the knowledge and strategies necessary to navigate conflicts with confidence. By focusing on legal and safety implications, it ensures that you are well-prepared to handle confrontational situations responsibly and professionally.
Conflict De-Escalation Course Outline
- Conflict, Aggression and Triggers
- Lesson One Introduction
- Conflict Types
- What is a Dispute?
- Types of Conflict
- Conflict Styles, The Thomas-Kilmann Conflict Mode Instrument
- The Five Conflict-Handling Modes
- Aggression
- Triggers
- Managing Triggers
- Triggering Conflict in Others
- Psychology of Conflict
- Needs Theory
- Attribution Biases
- The Amygdala Hijack
- Empathy
- Staff Skills
- Characteristics of Effective De-Escalators
- Self-Regulation
- Verbal & Non-Verbal Communication
- Active Listening
- The Subject’s Behaviour
- Understanding What Factors Influence Behavior
- Anxiety
- Challenging Authority (Defensive/Confrontational)
- Venting
- Threats and Intimidation
- Violence
- De-Escalation of Energy and Emotion
- Interpreting Non-Verbal and Paraverbal Cues
- Self-Directed Individual Exercises (optional)
- The Intervention Process
- Establishing Rapport and Respect in De-Escalation
- When to Intervene
- Safety Considerations
- De-Escalation Strategies
- Limit Setting and Authoritative Strategies
- Conclusion
- Liability Considerations
- Criminal Liability
- Civil Liability
- Human Rights
- Organizational Policies and Procedures
- The Court of Public Opinion
- Conclusion
- Combining the Elements
- Putting it All Together
- Demonstrating Authority
- Additional Tips for Effective De-Escalation
- In Summary
- Incident Response Framework
- Arriving on Scene
- Plan the Intervention
- The Intervention
- Debriefing the Intervention
- Liability and Summary of Incident Response
- Conclusion & Next Steps