Conflict De-escalation Program

Are you and your team prepared to effectively deal with conflict and achieve positive outcomes?

Conflict is part of our everyday life, but we aren’t often prepared to deal with it effectively. This program covers the identification of potentially escalating conflict and provides best practise tools (verbiage, body language adjustments, enhancing empathy, stance and positioning etc) to help de-escalate the situation.

We also offer proven and easy to learn physical protection skills that are designed to assist learners with creating safe separation from aggressive parties and remove themselves from the situation. Through the enhancement of these interpersonal skills, attendee’s will be empowered to achieve more positive outcomes during conflict situations and will have improved abilities to navigate conflict situations with more confidence. The program further helps provide attendees with the knowledge needed to better develop and maintain positive relationships as well as identify and effectively deal with difficult behaviours.

PURPOSE: Designed to enhance the awareness and capability of both individuals and teams. Although there is some element of dynamic simulation (stress inoculation through role-play and scenario work), it is very refined and controlled and has been utilised for a variety of clients across retail, corporate and finance sectors with great success. This form of “reality acquisition” with the training substantially enhances its effectiveness and its retention in my experience.


  • Consistency in Courtesy & Customer Attentiveness.
  • Situational & Environmental Awareness.
  • Effective Communication Skills (Active Listening Skills, Body Language & Cultural Awareness)
  • Identification of Escalating Conflict Triggers. Physical Response Methodologies.
  • Conflict Resolution Strategies – Stages and Signs of Conflict.
  • Verbal De-Escalation Techniques – Dealing with Aggression.
  • Service Professionalism & The Importance of First Impressions.
  • Self-Management Under Pressure – Emotional Intelligence.
  • “Friendly Not Familiar” – Managing Complacency in the workplace.
  • Incident escalation & communications plans – Information sharing.

TRAINING LOCATION: 8 & 9/338 Camden Valley Way, Narellan NSW 2567

DURATION: Approx. 4.0 hours – plus breaks

PRICE: $85 per person

“We don’t see things as they are, we see them as we are”

During the conflict, your attitude drives your behaviour which then in turn, affects the other person’s attitude that drives behaviour and so the spiral flows. Your attitude is one controllable factor during the conflict that makes the difference between deepening or destroying a relationship


At its core, PRR truly understands that each organisation has a unique risk landscape and as such, a highly personalised approach needs to be undertaken to ensure that any risk treatments…


The need to navigate today’s uncertainties has never been greater and PRR are well placed to assist your organisation anticipate, adapt and respond to change in this complex and volatile environment.


The tailored development, review and subsequent effective implementation of risk mitigation programs and overarching security management and safety plans/systems is a very specialised…


Incident response is a handful for any organisation and PRR can assist clients by implementing incident response models and methodologies for all conceivable events, to ensure intelligent handling as well as efficient recovery from incidents …


PRR provides specialised training for Armed Robbery Prevention, Situational Awareness, Conflict Identification & Mitigation, Developing a Security Culture, Emergency Response, Site Vulnerability Assessments, Pre-Incident Behaviours & Active Assailant Response.


PRR understands there is no cookie-cutter approach to effective personal protection as the designed and implemented framework needs to be tailored to include balancing lifestyle choices and personal preferences with protective efforts and best practise.


I had two staff attend the Conflict Identification & Response Methodology Program training on the 28th October 2021. My staff said the training was fantastic. Clear information, good interaction with Scott – the facilitator and really helpful guidance. One of the team actually used training points when confronted by an intoxicated client in the office. Highly recommend for anyone who interacts with the community
T.Whitehouse, Manager, Macarthur Women’s Domestic Violence Court Advocacy Service
The training was really relevant to the work that I do and loved the de-escalation techniques and talk down process. The facilities were great and it was a really flexible learning environment

I would highly recommend Praesidium to any organisation seeking to upskill their workforce and mitigate their organisation’s vulnerabilities.

Steve Van Zwieten, CPP, Managing DIrector, Exact Security

I found Scott’s training to be highly professional, effective, and it was well-received by all who attended, including 2 of our service executives. I have since recommended Praesidium Risk Services to a client and will continue to recommend their services for this type of training.

Scott Nelson, Operations Manager, Gold Crest Security

Since placing our duty management team through the conflict management training program with Praesidium Risk, we’ve witnessed a tangible, and measurable improvement in our team and a reduction in conflicts.

Ben McGuinness ACCM, CHARI, JP, Operations and People Manager Moorebank Sports Club

Redcape Hotel Group has engaged Scott Taylor from Praesidium as our external Security Consultant since November 2015. Scott’s role has been quite diverse and he has been a key element in the development and progression of Redcape’s Security Vision.

Joel Cronan, General Manager Operations, Redcape Hotel Group

We engaged Scott Taylor at Praesidium to do some work with our Management team as well as all Frontline Staff and the feedback from all levels has been overwhelmingly positive. Drawing from diverse areas of study, citing real-life examples and delivered in an engaging and entertaining manner, this program was exactly what we were looking for to raise awareness of real-world challenges we face from both a risk management and customer service perspective

Michael Ruggeri, HR Manager Windsor RSL
We engaged Scott Taylor from Praesidium to conduct Advanced Conflict Training sessions for our security personnel and club Management. Scott provided valuable insight into security fundamentals and overall risk assessment. His information was backed up with real life accounts (experience and footage) and we would definitely recommend Scott for this type of training.
Nely Moat , HR Advisor, Parramatta Leagues Club