In today’s complex work environments, staff often face challenging interactions — whether in healthcare, social services, customer support, or security. Equipping teams with specialized training ensures that they remain safe, confident, and effective in difficult situations.
Below are three high-impact training programs designed to strengthen your organization’s resilience and professional capability.
1. PMVA Training (Prevention & Management of Violence and Aggression)
PMVA Training is essential in workplaces where staff may encounter aggression or violence. The goal is to prevent, de-escalate, and manage conflict safely and legally. Key elements of such training typically include:
- Recognizing early signs of aggression or distress
- De-escalation techniques and verbal strategies
- Safe physical interventions (where legally permitted)
- Crisis management, risk assessment, and post-incident review
With effective PMVA training, teams reduce risk to themselves and others, while maintaining professional and ethical standards.
👉 Learn more: PMVA Training
2. Conflict Resolution Train the Trainer
Once your frontline staff are trained, the next step is sustaining and scaling the learning internally. The Conflict Resolution Train the Trainer program (often via de-escalation) helps organizations build internal capacity.
This training equips selected staff to:
- Facilitate de-escalation and conflict resolution workshops
- Mentor and supervise others in applying these skills
- Adapt training scenarios to your workplace’s unique challenges
- Gather feedback and refine training modules over time
With internal trainers, the organization ensures continuity, relevance, and deeper embedding of the skills.
👉 Get started: Conflict Resolution Train the Trainer
3. Dealing with Difficult Telephone Calls
Many challenging situations begin over the phone — upset customers, complaints, misunderstandings. Dealing with Difficult Telephone Calls training helps staff manage these interactions calmly and professionally. Components often include:
- Active listening and empathetic communication
- Tonality, pacing, and clear language
- Defusing anger or frustration remotely
- Transitioning from complaint to resolution
- Ending calls professionally and establishing follow-up
Strong telephone communication reduces escalations and improves customer satisfaction.
👉 Explore the course: Dealing with Difficult Telephone Calls
Why Combined Training Matters
- Holistic Capability: PMVA, conflict resolution, and telephone skills all form parts of a strong communication and safety system.
- Consistency: Internal trainers help maintain consistency in how your organization handles conflict.
- Reduced Risk: Proper training lowers incidents, complaints, and liability.
- Stronger Culture: Staff feel supported and empowered, improving morale and retention.
How to Implement These Trainings in Your Organization
- Assess needs — Which departments face conflict, aggression, or high-stress calls?
- Schedule foundational training — Start with PMVA / de-escalation for front line staff.
- Select internal trainers — People with aptitude to learn and teach.
- Blend modules — Add telephone skills or scenario practice specific to your operations.
- Use role-play & real scenarios — Training sticks better when it’s relevant.
- Review & refresh — Use feedback, incidents, metrics to improve training every year.
