- Understand
- Communicate
- De-escalate
- Defend
- Prevent
- Stay in control
Workplace conflict management training helps your teams better prevent, de-escalate and manage tensions encountered at work. Designed for professionals who interact with the public, it combines communication, de-escalation, prevention of external violence and management of verbal aggression to strengthen responses, make interactions safer and limit the escalation of high-risk situations.
Practical training to prevent and de-escalate high-risk situations
On-site or in-person training: Vaud, Geneva, Fribourg, Neuchâtel, Valais and Jura
Who is this training for?
This training is intended for professionals working in premises open to the public or in environments exposed to tensions, incivility and aggression. It helps strengthen skills in conflict management, communication, prevention of verbal and physical violence and appropriate responses to high-risk situations.
Introductory training – 3 hours
This initial course provides practical foundations for better understanding the mechanisms of aggression and responding appropriately in a professional setting.
Objectives:
- Understand the mechanisms of aggression and the applicable legal framework
- Use communication techniques to de-escalate verbal violence
- Adopt defensive methods consistent with the principle of self-defence
Content:
- Types of violence, prevention and legal framework
- Managing external violence and responding to verbal or physical aggression
- Practical exercises, simulations and group debriefing
Awareness training – 7 hours
This format provides a deeper understanding of prevention, communication and the management of conflict situations in the workplace.
Objectives:
- Deepen your understanding of external violence and prevention strategies
- Master advanced communication and defence techniques
- Identify the legal and psychological consequences of an assault
Content:
- Legislation, security, civil and criminal liability
- Prevention, communication and management of armed conflicts
- Advanced simulations, case analysis, experience sharing and consolidation of learning
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Certified trainers, ready to deliver training courses.
Success rate of training participants.
Average rating given by participants.
Companies trained in health and safety at work.
Certified trainers, ready to deliver training courses.
Success rate of training participants.
Average rating given by participants.
Companies trained in health and safety at work.
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Why train your teams in workplace conflict management
In many professional environments, tensions do not always take the form of an open conflict. They may begin with a misunderstanding, rising aggression or incivility in the workplace, then develop into verbal aggression at work or more destabilising behaviour for teams. Training employees in workplace conflict management helps anticipate these situations, limit their escalation and strengthen the safety of people who interact with the public. 
Prevent workplace conflicts before they escalate
Workplace conflict management training helps teams identify signs of tension earlier, understand the mechanisms of aggression and adopt an appropriate approach. The aim is not only to react when an incident occurs, but also to develop a genuine ability to prevent external violence and reduce high-risk situations on a daily basis.
Better manage verbal aggression and tense situations
When dealing with an aggressive user, customer, patient or visitor, the quality of the response often makes all the difference. By working on communication in conflict situations, verbal de-escalation techniques and appropriate interpersonal responses, the training helps manage verbal and physical violence more effectively while protecting teams, the public and the organisation’s reputation.
Strengthen responses, the framework for action and team safety
Training employees also means giving them a clear framework for knowing how to respond in the event of a threat, intimidation or escalation. The training provides practical guidance on the legal framework, self-defence, individual responsibilities and appropriate responses according to the level of danger. It therefore helps strengthen confidence, self-control and the ability to intervene appropriately in sensitive situations.
Who is this corporate training for?
This training is intended for professionals exposed to interpersonal tensions, aggressive behaviour or escalating situations as part of their work. It is particularly relevant for teams that must welcome, support or care for members of the public while maintaining a safe, professional and controlled environment.
Conflict management for professionals who interact with the public
Workplace conflict management is primarily relevant to employees who deal with sensitive interactions involving customers, users, patients, visitors or residents. In these situations, knowing how to prevent incivility at work, deal with verbal aggression and adopt appropriate communication is essential for protecting teams and maintaining service quality.
Training tailored to premises open to the public
This training is particularly suited to premises open to the public, where tensions may arise from a refusal, a misunderstanding, waiting times, frustration or a highly emotional context. It helps professionals better understand the mechanisms of aggression, strengthen their approach and develop practical responses for de-escalation and preventing external violence.
A range of professional environments: healthcare, reception, retail, public authorities and security
It is particularly suited to healthcare teams, EMS facilities, reception and front-desk services, public authorities, schools, retail, hospitality and catering, customer services and security professionals. All these environments share greater exposure to tensions, conflicts with the public and situations in which an inappropriate response can increase the risk.
For teams that want to respond with greater control
Whether this is an initial awareness course or more in-depth training, the course enables participants to manage tense situations more effectively, communicate more appropriately and act within a clear, respectful and safe framework. It meets the needs of organisations wishing to strengthen their teams’ ability to manage conflicts without compromising the quality of relationships or operational effectiveness.
Preparing today, protecting tomorrow.
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Which conflicts and external violence are covered?
The training addresses the types of tense situations most frequently encountered by professionals who interact with the public. The aim is to help participants recognise signs of deterioration more quickly, understand the mechanisms of aggression and adopt an appropriate response before the situation gets out of hand. 
Incivility, provocation and rising tensions
Some situations begin with seemingly minor behaviours: an aggressive tone, refusal to follow rules, verbal pressure, disrespect or a provocative attitude. This type of incivility in the workplace can quickly undermine the relationship and create a tense atmosphere. The training helps identify these early signs and better manage sensitive interactions from the outset.
Verbal aggression, threats and external violence
The training also covers verbal aggression at work, threats, intimidation and situations in which a customer, user, patient or visitor adopts a hostile attitude. Participants learn to better understand external violence, assess the level of risk and adapt their approach, communication and response to the situation.
Escalating situations and physical confrontation
As tension rises, it becomes essential to maintain a clear framework for action. The training covers more serious confrontational situations, including threatening physical behaviour, providing practical guidance on prevention, safety, de-escalation and protection, in compliance with the legal framework and the principle of self-defence.
Real-life practical scenarios
To make the learning directly applicable, the training uses realistic role plays, simulations and group debriefings. This approach makes it possible to work through practical cases involving conflict management with the public, communication with an aggressive person and appropriate responses to threats or escalation.
Two training formats to meet your needs
To reflect the realities of the field, the training is offered in two complementary formats. The first provides rapid, targeted awareness training, while the second offers more in-depth work on workplace conflict management, preventing external violence and managing sensitive situations.
Introductory training: 3 hours to acquire the essential foundations
The 3-hour format gives your teams practical guidance to better understand the mechanisms of aggression, respond with greater control and communicate appropriately in tense situations. It is particularly suitable for organisations seeking an initial, operational approach to managing verbal aggression at work, de-escalation and the applicable legal framework.
Awareness training: 7 hours to explore complex situations in greater depth
The 7-hour format goes further in analysing external violence, prevention strategies and the responses to adopt in the event of escalation. It provides an opportunity to work on advanced communication techniques and explore in greater depth issues relating to security, civil and criminal liability, as well as the legal and psychological consequences of an assault.
Training tailored to your level of exposure and your objectives
The choice of format depends on your activity, your teams’ profiles and the types of situations encountered in the field. For a need for rapid awareness training, the shorter format provides a clear and immediately useful foundation. For teams more exposed to the public, tension or aggressive behaviour, the longer format enables more comprehensive work, with additional simulations, analysis and consolidation of learning.
Our other training courses for workplace well-being:
Frequently asked questions about workplace conflict management
Training becomes particularly relevant when teams face repeated tensions, incivility, aggressive refusals, difficult complaints or behaviour from members of the public that is destabilising. It is also useful when employees lack clear guidance on how to respond calmly, consistently and safely.
A workplace conflict may arise from a disagreement, a misunderstanding or interpersonal tension. External violence generally involves aggressive behaviour from people outside the team, such as customers, users, patients, visitors or residents. The appropriate responses are not always the same, which is why tailored training is valuable.
Several signs may indicate that an interaction is becoming high-risk: a raised voice, refusal to respect the framework, agitation, provocation, verbal pressure, intrusion into personal space or a loss of emotional control. Identifying these signs early enough often makes it possible to de-escalate the situation before it worsens.
The 3-hour format is well suited to an initial awareness course or to establishing a common foundation within a team. The 7-hour format is more appropriate when employees are more exposed, face complex situations or need more in-depth work on responses, practical scenarios and situation analysis.
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It helps employees better understand what is happening in a tense interaction, establish a framework more quickly, communicate with greater control and reduce improvised responses. This can improve safety, the quality of relationships with the public and teams’ confidence in their ability to cope.
Yes. It can be integrated into a broader workplace prevention programme, alongside first aid training, fire safety training or MSST support. It helps strengthen employee safety, structure internal procedures, improve incident management and better protect teams who interact with the public, as part of a consistent and sustainable prevention approach.
