Coaching
Welcome to
Conflict Compass
Conflict management for frontline staff
Welcome to
Our approach
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Improve confidence
Our qualified practitioners will lead facilitation, helping participants (frontline staff) feel more confident in handling difficult, more sensitive conversations.
This training is most suitable for human service roles, where there is frequent interaction with members of the public and, at times, vulnerable individuals with complex personal circumstances.
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Achievable strategies
The primary goal of this training is to empower staff with practical tools and strategies to:
- Recognise and manage aggressive or emotionally charged situations
- Build rapport with customers to foster trust and cooperation
- Enhance emotional intelligence to best understand customer needs
- De-escalate conflicts efficiently and maintain a safe environment
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Reduction of stress
As a result of the training, we expect:
- Frontline staff to experience reduced stress in high-pressure situations
- The guidance to contribute to a safer, more supportive work environment
- Organisationally, for staff retention to increase and attrition to reduce
Some of the areas we will explore
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Pre-session survey
Individuals will have the opportunity to discover their DISC personality style and receive an individual report with coaching tips.
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Self-defence or Yoga
Our fitness instructor will break the ice with a basic self-defence or chair Yoga ice breaker — intended solely for creating positive energy.
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Debrief on DISC strategies
We start the formal session by reflecting on DISC personality strengths and development areas in conflict management.
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Preventing conflict
Our practitioner will then walk through solutions for preventing conflict situations, from setting ground rules, and boundaries, to spotting signs.
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Catching conflict
We cover de-escalation tips and verbal/non-verbal strategies, with examples for face-to-face, group and phone-call scenarios.
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Self-care strategies
We also provide evidence-based self-care tips for frontline staff, including diaphragmatic breathing, desk stretches and healthy habits.
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Role play
Participants will have the chance to practice the strategies discussed with one of Populi’s actors. Watch example clips: role-play example one and role-play example two.
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Debrief
Further to the role play, our practitioner brings the group back together to debrief, reflect and consider their key takeaways.
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Logistics
Our optimal group size is 10–12 participants. Attendees should wear clothes they feel comfortable in for light exercise.
Testimonials
"The role play scenarios with actors worked well."
"Conflict Compass was the most informative training I have done."
"Great communication points."
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