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Conflict Management eLearning
Online conflict management training for people who deal with the public: how to spot aggression building, take the heat out of it, and get out safely when it does not work.
Who it is for
Who this conflict management course is for
HSE defines work-related violence as any incident in which a person is abused, threatened or assaulted in circumstances relating to their work. That includes verbal abuse over the phone or online, not only physical attacks. Anyone whose job puts them in front of the public is exposed to it.
- Retail, hospitality and licensed premises staff
- Reception, front-of-house and customer service teams
- Healthcare, care and social work staff
- Transport, delivery and door-to-door workers
- Housing officers, enforcement and local authority staff
- Lone workers and anyone dealing with the public out of hours
- Supervisors responsible for how incidents are handled and reported
Course content
What the conflict management course covers
Five short lessons covering why conflict management matters, preventing conflict, recognising escalation, de-escalation and disengaging, and reporting, then a 12-question assessment.
Why conflict management matters and the legal position
Work-related violence, employer duties, RIDDOR, and the new retail worker offence.
Preventing conflict
Triggers, the environment, and assumptions that inflame.
Recognising escalation
Early signs of escalation and the attitude and behaviour cycle.
De-escalation and disengaging
Language, body language and space, and when to leave.
Reporting incidents
Recording, reporting and support after an incident.
Outcomes
What you will be able to do afterwards
- Explain work-related violence and the legal position
- Prevent conflict by recognising triggers and avoiding assumptions
- Recognise the signs of escalation
- Use de-escalation and know when to disengage
- Report incidents and get support
Your legal duty
The law behind conflict management training
Health and safety law applies to work-related violence exactly as it applies to any other risk from work. HSE's position is that employers must protect workers from it so far as is reasonably practicable, assess the risk, and give people the information and training they need. Certain violent incidents are reportable.
One useful distinction: HSE is not the primary authority for bullying, harassment or domestic abuse at work. Those sit with Acas and other sources. This course is about aggression from the public in the course of work.
- Health and Safety at Work etc. Act 1974 - the duty to protect workers
- Management of Health and Safety at Work Regulations 1999 - risk assessment, information and training
- RIDDOR - reporting certain violent incidents to HSE
- Safety Representatives and Safety Committees Regulations, and the Health and Safety (Consultation with Employees) Regulations, consulting workers
Practicalities
How the course works
Would you rather have a tutor?
Where staff face a real risk of physical violence, awareness training is the floor. The sensible next step is practical, scenario-based training delivered on site.
For employers
Conflict management training for a whole team
Front-line teams turn over, and the people most exposed to aggression are often the newest. An account lets you cover induction without buying a course at a time.
- One invoice instead of a card payment per person
- Licences allocated as people join, so new starters are covered
- Completion and expiry reporting for your health and safety file
- Renewal reminders before certificates lapse
- Bespoke versions built around your own incident reporting process
Conflict Management eLearning: common questions
There is no regulation named after it. But health and safety law requires employers to assess the risk of work-related violence and to provide the information and training workers need. Where your people face aggression, training is how that duty gets met.
No. This is awareness and de-escalation, delivered online. Physical skills such as breakaway or restraint have to be taught and assessed in person. Talk to us if that is what your roles need.
Yes. HSE's definition covers anyone abused, threatened or assaulted in circumstances relating to their work, including verbal abuse face to face, online or by telephone.
About 30 to 45 minutes, with no time limit. The certificate is issued as soon as you pass the end assessment.
Yes. It runs in a browser on any modern phone, tablet or computer, with nothing to install.
Yes. Open a business account and we invoice you for the licences, which you allocate as people need them, with completion reporting included.
That is a different subject with a different authority behind it - HSE is not the primary body for it. Our Bullying and Harassment course covers that side.
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