Training | Conflict Management & De-Escalation – October 2026
This interactive, scenario-based session focuses on recognising early warning signs of conflict and using communication-based strategies to de-escalate situations before they become confrontational or unsafe. Perfect for retail and hospitality staff, supervisors, and front-line teams.
To register, please email info@kingstonfirst.co.
Date: Wednesday 14th October 2026
Time: 9.30am – 12.30pm
Venue: KF Offices, Neville House, 55 Eden Street, Kingston Upon Thames, KT1 1BW
Learning Outcomes
Participants will:
• Understand common triggers for conflict in retail and hospitality settings
• Recognise early indicators of escalation
• Use language, tone, and body positioning to calm situations
• Set professional boundaries confidently and appropriately
• Reduce anxiety when managing challenging customer interactions
Content Summary
• Understanding conflict and aggression in public-facing roles
• De-escalation language and behaviour
• Managing refusals and difficult conversations
• Personal space, positioning, and exit awareness
• Scenario-based practice relevant to retail and hospitality
Image designed by pikisuperstar / Freepik