Conflict and De-Escalation Training for Frontline Staff

This interactive session is designed to help staff and leaders in public facing roles navigate conflict and challenging conversations. Participants will explore the various factors that contribute to workplace conflict and develop skills for effective communication and conflict resolution. The session emphasizes accountability over defensiveness, offering practical tools to respond to conflict and foster trust and collaboration. This training supports both individual and organizational growth in building more resilient teams.

By participating in this course, attendees will be able to: 

• Deepen understanding of howindividualperspectives and organizational dynamics influence workplace conflict 
• Learn and apply de-escalation techniques that prioritize safety, empathy, and relationship repair.
• Develop skills to shift from defensiveness to accountability when navigating harm or tension.
• Identify strategies to support communication and intervene as active bystanders. 
• Explore practical steps to incorporate into everyday work culture. 

Presented by Vicki Jeha, Registered Counselling Therapist Candidate, MEd, RCT-C, Culture Ally.