Delivered live online by IKON’s expert trainers, this 3.5-hour session focuses on understanding the causes of conflict, recognising behavioural changes early, and applying proven communication and de-escalation techniques that create safer, calmer working environments.
Learners will explore listening models, conflict resolution strategies, assertive communication, negotiation skills, and how to handle both face-to-face and digital conflict professionally.
This course is ideal for those working in customer-facing, frontline, healthcare, education, housing, transport, retail, and public-facing roles where managing behaviour and maintaining personal safety is part of everyday work.
