SNEE Events - Conflict Resolution Training

Course Content:-

We have launched these conflict resolution / de-escalation training sessions to reflect the increasing incidents of aggressive and violent behaviour from patients towards staff in primary care, both in-person and during telephone / digital interactions.

Aggression, conflict and ever-increasing patient expectations have led to higher levels of staff stress, more zero-tolerance / behaviour agreements being issued and difficulties retaining frontline staff.

In an effort to protect our teams, improve morale, retention, and well-being we are offering this fully funded practical training, alongside mental resilience support, ensuring staff are confident and equipped to handle aggression / conflict effectively.

This is a blended programme designed to build confidence and reduce risk:

A trainer-led in person session to provide a shared foundation of knowledge and practice.
12 months of post-course access to the IKON Academy, offering bite-sized, accessible digital resources to reinforce and extend learning. This allows staff to revisit key content leading to long-term confidence, safety, and consistency, not just short-term awareness.

Why this course matters:

When conflict is left unresolved, it leads to stress, complaints, and burnout. This course equips staff to recognise early warning signs, de-escalate using calm, positive communication, and manage challenging situations confidently and professionally.
These courses are designed for anyone who interacts with the public or works in a potentially stressful environment, this course is particularly relevant for frontline staff, managers, supervisors, and anyone looking to improve their conflict resolution skills

What your team will learn: