Communicating Under Pressure and Conflict Management

( Verbal Defence and Influence )

This training course is suitable for front-line staff who are in regular contact with members of the public and service users who may become frustrated, upset or aggressive. This training focuses on verbal and non-verbal communication used to manage communication and de-escalate conflict effectively. It is fully consistent with and meets the requirements of the NHS Conflict Resolution Training (CRT) and Promoting Safe and Therapeutic Services (PSTS) programmes.

Aims of the Course

Treating people with dignity by showing them respect

Gaining Voluntary Collaboration, Cooperation or Compliance

Creating an atmosphere of Non-Escalation by tackling Gateway Behaviours

Consistently Initiating Contact and then applying Empathy and Persuasion

Learning Outcomes

Be Alert & Decisive / Respond, Don’t React – How to maintain awareness, control distance and positioning to keep everyone safe

  • Five Maxims – How to show people respect in order to maintain their dignity and gain their cooperation
  • Showtime Mindset – How to develop and maintain your professional detachment in conflict situations
  • Universal Greeting – How to present the best possible initial contact, fostering non-escalation that will reduce the need for de-escalation.
  • Beyond Active Listening – How to see through eyes of the other person in order to find out how to manage them
  • Redirection – How to manage questions, anger, and abusive language
  • Persuasion Sequence – How to generate voluntary compliance, cooperation, and compliance
  • When Words Alone Fail – When and how to take appropriate action when words alone fail
  • Bystander Mobilization – How to create a social contract that is incompatible with violence
  • Review & Report – How to debrief incidents to improve future performance and explain your response

This “Verbal Defense and Influence” model of conflict management has been successfully applied in a wide variety of settings due to its essentially unchanging nature across the spectrum of communications and conflict scenarios:

  • Education and School Behaviour Support
  • Care of Older People in Care Homes
  • Drug and Alcohol Outreach teams
  • Care of Children with Emotional and Behavioural Difficulties
  • Home Care and Dementia Care support workers
  • Community Safety Warden Teams
  • Psychiatric and Emergency Dept. teams
  • Lone Workers

How: Our trainers deliver this course using a mix of lecture/presentation, Q&A, physical practice and scenario rehearsal using an “Emotionally Safe, Performance-driven Training Environment”


  • Matched to your needs
  • Led by Professional Trainers
  • Values Dignity and Respect
  • Safeguards Client rights

Offers Staff Practical Options using Templates for Conflict Scenarios

Compliant with Government Regulations on Positive Behaviour Support

Value for Your Investment