17/09/2026
What do you do when a difficult conversation turns into aggression or confrontation?
Dene recently spent a full day with a city council team delivering conflict management training.
For people working in enforcement and other customer-facing roles, difficult behaviour can be part of the job.
But understanding the psychology of conflict and violence, recognising when a situation is escalating, and knowing how to de-escalate it safely can make a real difference.
A big part of the day was also looking at the actual situations the team are facing and talking through practical ways to handle them.
So it was great to get this feedback afterwards:
“Explained with good depth and information, was able to provide advice on issues we were facing and made us look at the positive.”
"Excellent instruction and explaining the psychology behind violence."
"Very trauma informed. Well presented."
A lot of people probably don’t realise we offer this kind of training as well as personal safety and self defence.
If you work for a council or another organisation with customer-facing staff and think this could be useful, drop us a message or email [email protected]