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Online Conflict De-escalation Awareness

Key Information

Duration:Online

Online Learning, completed in your own time at a location of your choice.
Once you have signed up to your course, you have 60 days of accessibility to complete your assessment.

Price (excl GST)

$260 Per Person

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Gain the skills to understand conflict, prevent escalation, and promote safe, respectful interactions in any environment.

This course is designed to provide participants with a comprehensive understanding of conflict de-escalation principles and techniques. It focuses on raising awareness of the factors that contribute to conflict, identifying early warning signs, and applying proven strategies to reduce tension and prevent escalation.

Participants will explore the legal context surrounding conflict management in New Zealand, including relevant provisions under the Health and Safety at Work Act 2015, the Human Rights Act 1993, and the Mental Health Act 1992. The course also highlights the importance of upholding human rights and promoting a culture of respect and safety.

Key areas of focus include:

  • Understanding the conflict cycle and how conflict manifests
  • Developing emotional intelligence to better manage responses
  • Conducting situational risk assessments
  • Applying verbal and non-verbal de-escalation techniques

Practical scenarios and case studies are used to reinforce learning and enable participants to apply de-escalation strategies in real-world contexts.

Ideal for frontline workers, customer service staff, healthcare personnel, and anyone exposed to potentially volatile interpersonal interactions, this course fosters safer environments by empowering individuals to manage conflict calmly and effectively

Entry Criteria:

  1. All students are required to have a level of written and oral English equivalent to NCEA level 1 (year 11) or IELTS 5.5 or higher, to be eligible to attend our courses. The person responsible for making bookings or authorising attendance on the course must agree to these Terms and Conditions prior to acceptance of their student(s) onto the course. Where a student does not meet our English language requirement a reader/writer must be supplied by the student or the person responsible for authorising the student’s attendance. The reader/writer cannot be another student attending the same course.

Course Outline

Online Conflict De-escalation Awareness Frequently Asked Questions

Everything you need to know about the Online Conflict De-escalation Awareness course in New Zealand.

The Online Conflict De-escalation Awareness course is a self-paced eLearning programme that gives participants a comprehensive understanding of conflict de-escalation principles and techniques. The course covers the conflict cycle, emotional intelligence, situational risk assessment, verbal and non-verbal de-escalation techniques and the New Zealand legal context surrounding conflict management. Practical scenarios and case studies are used to reinforce learning. Once enrolled, participants have 60 days to complete the course from anywhere in New Zealand.
This course is ideal for frontline workers, customer service staff, healthcare workers, retail employees, security personnel, hospitality staff, social workers, education workers and anyone who interacts with the public or works in environments where conflict or aggressive behaviour may occur. It is suitable for individuals and organisations across any industry wanting to improve their conflict awareness and de-escalation skills.
Participants learn how to:
  • Understand the conflict cycle and how conflict develops
  • Develop emotional intelligence to better manage their own responses
  • Conduct situational risk assessments
  • Apply verbal and non-verbal de-escalation techniques
  • Recognise early warning signs of escalating behaviour
  • Understand the legal context surrounding conflict management in New Zealand
  • Apply de-escalation strategies using practical scenarios and case studies
Yes. Safety 'n Action's Online Conflict De-escalation Awareness course is a fully self-paced eLearning programme that can be completed from anywhere in New Zealand using a computer, tablet or mobile device. It is ideal for organisations wanting to train frontline staff across multiple locations without requiring travel, or for individuals wanting to develop their conflict management skills at their own pace.
The Online Conflict De-escalation Awareness course is a self-paced awareness programme covering conflict recognition, emotional intelligence, risk assessment and de-escalation techniques. The face-to-face Conflict De-escalation Introduction is a half-day practical course delivered by an experienced trainer that includes hands-on practice of de-escalation skills, physical stance and distancing and disengagement techniques. The online course is ideal for foundational awareness training, while the face-to-face course suits those wanting interactive practical training and deeper skill development.
Yes. The course covers the New Zealand legal context surrounding conflict management, including relevant provisions under the Health and Safety at Work Act 2015, the Human Rights Act 1993 and the Mental Health Act 1992. It also highlights the importance of upholding human rights and promoting a culture of respect and safety in the workplace. Understanding these legal obligations helps employers and workers meet their duties around preventing and managing workplace violence and aggression.
Workplace violence and aggression towards frontline workers is a growing concern across New Zealand. Under the Health and Safety at Work Act 2015, employers have a duty to take all practicable steps to protect workers from foreseeable risks, including aggressive or violent behaviour from customers and members of the public. Conflict de-escalation training helps workers recognise warning signs earlier, respond more calmly and effectively and reduce the likelihood of situations escalating to violence, protecting both staff wellbeing and organisational reputation.
Once enrolled, participants have 60 days to complete the Online Conflict De-escalation Awareness course. The course is fully self-paced, allowing you to complete it at a time and location that suits you — at work, at home or anywhere with internet access.
Yes. The online format makes it easy and cost-effective for employers to enrol multiple workers simultaneously, allowing frontline teams across different locations to complete conflict de-escalation awareness training at their own pace without requiring travel or time away from the worksite. This is particularly convenient for large organisations with customer-facing staff spread across multiple sites or regions.
Safety 'n Action is one of New Zealand's leading workplace health and safety training providers with extensive experience delivering conflict de-escalation training across healthcare, retail, construction and frontline service sectors. The Online Conflict De-escalation Awareness course uses practical scenarios and case studies to bring de-escalation techniques to life, with 60 days of flexible access from anywhere in New Zealand. Recent participants have praised the course as informative, practical and immediately applicable to their work.

Great course, great instructor, lots of information that will benefit me in the future.

Student Feedback 17 June 2026

Informative and useful, practical solutions provided. Thanks!

Student Feedback 18 June 2026

Good course, raising awareness on things to look out for and ways to de-escalate conflicts in person and on the phone.

Student Feedback 15 June 2026

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