Business Continuity and Crisis Management

Crisis Negotiation and De-escalation Skills

Tense situations with aggressive, distressed or threatening individuals require calm and skilled responses. This course develops de-escalation and crisis negotiation skills, including understanding conflict and emotions, active listening, verbal and non-verbal techniques, managing personal safety, and post-incident support.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

Effective de-escalation prevents harm and protects staff and the public. This course gives practical skills for frontline and managerial staff.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

The course uses role plays, scenario practice, video analysis and debriefs.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Understand the dynamics of conflict and crisis behaviour
Recognise warning signs of escalation
Apply active listening and verbal de-escalation
Use non-verbal communication and positioning safely
Negotiate in high-tension situations
Support staff and learn after incidents

Target audience

Who should attend.

This course is suitable for:

Frontline customer service staff
Security personnel
Healthcare and social care workers
Managers and supervisors
Public sector staff

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Conflict awareness
Escalation recognition
Active listening
Verbal de-escalation
Personal safety
Post-incident support

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Understanding Conflict

09:00–09:54Conflict dynamics
09:54–10:48Emotions and stress
10:48–11:00Triggers
11:00–11:30Coffee break
11:30–12:12Triggers (continued)
12:12–13:06Personal responses
13:06–14:00Exercise: Escalation signs

Day 2De-escalation Techniques

09:00–09:54Active listening
09:54–10:48Calming language
10:48–11:00Empathy
11:00–11:30Coffee break
11:30–12:12Empathy (continued)
12:12–13:06Setting boundaries
13:06–14:00Practice: De-escalation drills

Day 3Non-Verbal and Safety

09:00–09:54Body language
09:54–10:48Positioning
10:48–11:00Dynamic risk assessment
11:00–11:30Coffee break
11:30–12:12Dynamic risk assessment (continued)
12:12–13:06Exit strategies
13:06–14:00Practice: Safety scenarios

Day 4Crisis Negotiation

09:00–09:54Negotiation stages
09:54–10:48Building rapport
10:48–11:00Influence
11:00–11:30Coffee break
11:30–12:12Influence (continued)
12:12–13:06Team roles
13:06–14:00Role play: Crisis negotiation

Day 5After Incidents

09:00–09:54Reporting
09:54–10:48Debriefing
10:48–11:00Staff support
11:00–11:30Coffee break
11:30–12:12Staff support (continued)
12:12–13:06Learning
13:06–14:00Capstone: Scenario assessment

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon UK certificate of attendance. Smart Horizon UK programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

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