MHT11 – Conflict Management & Managing Difficult & Threatening Situations Training

Frontline Training is the UKs leading expert in workplace violence and forensic mental health. It supports a wide range of organisations including NHS Trusts, The Police, Local government, national charities a housing providers. This training will offer appropriate skills and insights to support staff working in a wide range of public facing roles

This training is delivered by highly qualified experts in the field of psychiatry and psychology.

It will improve:

Your team’s knowledge of risk to maximise personal safety
Skills to better-manage difficult and hostile behaviours safely
The ability to fine-tune risk assessments to influence safer decisions and safer behaviours Improve dynamic risk assessments and awareness of body language
Improve assertiveness skills when and where appropriate
Improve safety decisions when working in the community
Improve safety reporting

The UK’s leading providers of mental health, conflict management and violence at work training. An authority you can trust.

This training is a one-day event and can be delivered onsite / face-to-face or by webinar. Extended training is available.

Key learning objectives covered within this unique training:

Assessments to maximise safety when lone working or providing services and supports in community settings
Dynamic risk assessment skills to improve personal safety. Enhanced awareness of non-verbal behaviours, emotional displays / micro gestures, multiple-person conflict and factors associated with substance misuse and mental disorder
Skills to de-escalate conflict effectively with a mix of passive (or assertive) communication styles
Improved risk knowledge and implementing HCR-20 risk indicators into your assessment systems
Learning from case studies – enhancing safety by understanding the catastrophic mistakes and unsafe decisions that others have made
Managing confrontations with members of the public
Taking steps to improve safety when delivering enforcement action
Awareness and management of risks associated with multiple person conflict
Recognising and moderating unsafe practices, poor staff training and inappropriate responses to service user or tenant hostility
Understanding and recognising the risks associated with instrumental / criminal violence, and those associated with mental disorder / forensic mental health
Safety protocols when entering and exiting domestic properties
Understanding assertiveness, where zero tolerance can be used, and when it should be moderated
Making safe decisions when delivering difficult or potentially upsetting news
Advising and supporting colleagues where appropriate
Keeping safe and making safe decisions. Knowing when and where to remove yourself from a dangerous situation
The role of the emergency services and NHS / CMHT – escalating concerns to these services to improve public safety
Post-conflict management including reporting incidents to improve risk assessment and risk management processes.
Working with management to improve risk knowledge and safer behaviour
There is no role play and staff dignity and sensitivity is respected at all times.

This training is delivered by psychiatry-trained experts

This training is delivered by facilitators trained in psychiatry. We specialise in psychiatric illness and abnormal psychology, personality disorder and stress-related illness training, capacity law and mental health risk. We offer a wide-ranging, multi-disciplinary knowledge and skills with high quality, integrated evidence-based training that you can trust.

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Frequently Asked Questions about Conflict Management & Managing Difficult & Threatening Situations Training

Who is your conflict management and violence at work training for?

Our training is designed for professionals who may face challenging, aggressive, or potentially violent situations as part of their role. This includes frontline staff, managers, supervisors, lone workers, healthcare professionals, housing officers, customer service teams, and public-facing roles across all sectors.

What does your safer conflict management training cover?

This training is quite unique and based on decades of frontline experience and forensic mental health expertise From risk knowledge to risk assessment and risk management, this training offers an outstanding commitment to staff safety and dignity.

All workshops and training support staff to better understand conflict and the foundations of aggression. To recognise common scenarios and indicators or risk, safer actions and control measures including joint working, de-escalation techniques, effective communication, personal safety strategies, and appropriate responses to violence or threats. We focus on prevention, risk reduction, and safe decision-making.

Is the training evidence-based and compliant?

Yes. Our training aligns with current best practice, health and safety guidance, and relevant legislation, including employer duties around violence at work. Content is informed by research, industry standards, and real-world operational experience.

Do you offer training for different roles and risk levels?

Yes. We offer training suitable for low, medium, and high-risk roles, as well as specialist sessions for managers, lone workers, and high-risk environments. Courses can be adapted to reflect job roles, work environments, responsibilities, and exposure to risk.

Is the training focused on de-escalation?

Absolutely. Alongside risk assessment, de-escalation is a core focus. We teach practical, non-physical strategies that help staff calm situations early, maintain professionalism, and reduce the likelihood of incidents escalating to violence.

Can the training be tailored to our organisation?

Yes. We work with a wide range of organisations including the police, the ministry of justice and enforcement specialist, clinical and forensic mental health support providers, all areas of housing including supported living providers, social services, national charities domestic violence refuge and advocacy support. We tailor every training to reflect your workplace risk profiles, policies, procedures, risk assessments, and real world scenarios. This ensures learning feels relevant and directly applicable.

Do you deliver training online or in person?

We offer in-person, online, and blended delivery options. All sessions are interactive and scenario-based, encouraging participation and confidence-building.

How long are the training sessions?

Training can range from short awareness sessions (2–3 hours) to full-day courses and refresher programmes. We’ll help you choose the most appropriate format based on risk level and staff needs.

Will the training increase staff confidence and safety?

Yes. Participants consistently report increased confidence in managing difficult conversations, recognising risk, and responding safely to conflict or aggression in the workplace.

Does the training cover legal responsibilities and reporting?

Yes. We cover legal duties, incident reporting, documentation, and post-incident support — helping organisations meet their obligations while supporting staff wellbeing.

Can this training support a wider health and safety strategy?

Definitely. Our training supports proactive risk management, safer workplace culture, and reduced incidents, complementing organisational health and safety and wellbeing initiatives.

Do you provide refresher training or follow-up support?

Yes. We offer refresher training, updated resources, and optional follow-up support to help maintain skills and reinforce learning over time.

How do we book training or find out more?

You can contact us to discuss your risks, workforce, and objectives, request a proposal, or arrange an informal conversation. We’re happy to help you identify the right training approach.

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Frequently Asked Questions