- Ask a Question
- Bookmark
- Share
- prev
- next
Full Day | Max. 20 Participants
Workshop Outcomes
- Recognise and de-escalate conflict in person or over the phone at work.
- Understand your own triggers and how to regulate emotional responses.
- Use adaptive communication techniques that defuse, calm, clarify, and create safety.
- Create and maintain safe boundaries without escalating situations.
- Risk assess conflict situations and adapt your approach accordingly.
- Use negotiation principles to move conversations from conflict to constructive problem-solving.
Topics Covered
- Understanding Conflict & Communication Breakdowns
- Know Yourself & Your Triggers
- Understanding the behavioural responses to conflict and its impact
- Own the Moment: De-escalation & Communication Skills
- Risk Awareness & Safe Boundaries
- Lead the outcome - from De-escalation to Negotiation
Location
- Willing to work remote
- Willing to work interstate
- Willing to work internationally
How can this workshop be delivered?
- Face to face
Overview
Staff often face challenging situations - from frustrated members of the public to tense phone calls or workplace pressure. Without the right skills, these moments can escalate quickly, putting wellbeing, safety, and organisational reputation at risk.
This workshop provides practical, repeatable tools that go beyond generic customer service training. Participants learn how to recognise early warning signs, apply de-escalation techniques that calm and refocus, and set safe boundaries that protect both people and organisations. They also gain adaptive communication strategies - using tone, words, and body language, to build trust and reduce risk.
The program introduces simple negotiation frameworks to move from conflict to constructive problem-solving. With real-world case studies and role-play practice, staff leave equipped with practical language scripts, body cues, and risk-assessment tools they can use immediately.
The outcome is safer, calmer, more respectful workplaces where staff feel confident, supported, and prepared.
Workshop Outcomes
- Recognise and de-escalate conflict in person or over the phone at work.
- Understand your own triggers and how to regulate emotional responses.
- Use adaptive communication techniques that defuse, calm, clarify, and create safety.
- Create and maintain safe boundaries without escalating situations.
- Risk assess conflict situations and adapt your approach accordingly.
- Use negotiation principles to move conversations from conflict to constructive problem-solving.
Topics Covered
- Understanding Conflict & Communication Breakdowns
- Know Yourself & Your Triggers
- Understanding the behavioural responses to conflict and its impact
- Own the Moment: De-escalation & Communication Skills
- Risk Awareness & Safe Boundaries
- Lead the outcome - from De-escalation to Negotiation
Who is this workshop for
This workshop is designed for frontline and team-based staff who regularly deal with members of the public, colleagues, or clients in high-pressure situations. It is particularly relevant for government departments, customer-facing roles, and workplace teams where safety, professionalism, and effective communication are critical. It is applicable for both phone and in person de-escalation situations.
Handouts/materials provided
Presentation PDF
Workbook and tools
Example Scripts and resource links
What to bring
Note book and pen or laptop to take notes.
Facilitator
About the facilitator
Sarah is a multi-award winning Corporate Trainer, Conflict Strategist and Mediator. As a second-generation practitioner with 25 years of experience, she has a calm and confident delivery and coaching style that helps clients navigate complex decision-making during times of growth, conflict, change and crisis.
Sarah is passionate about helping people and organisations have the conversations that matter, to build more effective decision making capability and improved internal negotiation skill sets.
Her expertise in high conflict cases – the multi-party, cross-border or cultural disputes that are increasingly impacting government and commercial sectors; has received international recognition and has resulted in organisations and leaders increased capacity to strengthen relationships and maximise outcomes. With a multidisciplinary perspective to problem-solving, Sarah aims to empower you.
As a trainer, she has delivered nationally and internationally recognised courses; has lectured at universities and worked in some of the most complex situations across remote Australia and into the Pacific. She has served on multiple local and national committees, has delivered talks in over 9 countries, and is sought after internationally to contribute to industry growth. Her clients have included the World Bank, BHP and Australian Federal Police.
Key Expertise
- High Conflict
- Negotiation
- Mediation
- Cross-Cultural Engagement
- Conflict Risk Management
- Workplace Communication & Engagement
Industry Focus
- Dispute Resolution Industry
- State & Local Government
- Boards & Executive Teams
- Corporate
Based in:
About the facilitator
Sarah is a multi-award winning Corporate Trainer, Conflict Strategist and Mediator. As a second-generation practitioner with 25 years of experience, she has a calm and confident delivery and coaching style that helps clients navigate complex decision-making during times of growth, conflict, change and crisis.
Sarah is passionate about helping people and organisations have the conversations that matter, to build more effective decision making capability and improved internal negotiation skill sets.
Her expertise in high conflict cases – the multi-party, cross-border or cultural disputes that are increasingly impacting government and commercial sectors; has received international recognition and has resulted in organisations and leaders increased capacity to strengthen relationships and maximise outcomes. With a multidisciplinary perspective to problem-solving, Sarah aims to empower you.
As a trainer, she has delivered nationally and internationally recognised courses; has lectured at universities and worked in some of the most complex situations across remote Australia and into the Pacific. She has served on multiple local and national committees, has delivered talks in over 9 countries, and is sought after internationally to contribute to industry growth. Her clients have included the World Bank, BHP and Australian Federal Police.
Key Expertise
- High Conflict
- Negotiation
- Mediation
- Cross-Cultural Engagement
- Conflict Risk Management
- Workplace Communication & Engagement
Industry Focus
- Dispute Resolution Industry
- State & Local Government
- Boards & Executive Teams
- Corporate
Based in:
Contact Us
Can’t find what you need? For more information or a customised solution for your organisation, simply fill out the form below, we will be in touch with you shortly.