HM Prison & Probation Service

The Challenge
Prison & Probation staff and Unpaid Work Supervisors operate in some of the most demanding community-based environments in public service. Many work alone, managing individuals with complex needs, and supervising situations where tensions can escalate rapidly. Over recent years, officers had increasingly encountered verbal aggression, non-compliance, and emotionally charged behaviour, contributing to stress, burnout, and operational risk. Access to conflict resolution training tailored to the realities of probation work was extremely limited. Generic courses existed, but these often failed to reflect the pressures of lone-working, frontline supervision, and community risk. The service needed a programme that went beyond theory, offering practical strategies and scenario-based learning rooted in daily probation work.

Why Stand2 Was Chosen
Stand2 was selected because of its long-standing track record in delivering conflict management and personal safety training across high-risk, public-facing sectors including healthcare, emergency services, and local authorities. Stand2’s ability to embed operational realities into training was highly valued, with probation leaders praising the programme as “exactly what we’ve been looking for for a very long time.” Its credibility came from sector-specific content that was directly applicable, rather than a generic course retrofitted for probation teams.

What Training Was Delivered
Stand2 designed and delivered a bespoke Conflict Management & Personal Safety programme for both Probation Practitioners and Unpaid Work Supervisors. The programme explored managing non-compliance and escalation, boundary-setting, and safe decision-making under pressure. Officers were trained in dynamic risk assessment and lone-working awareness, as well as communication strategies tailored to resistant or distressed individuals. Scenario-based exercises were drawn from real examples, allowing staff to practice de-escalation techniques in a safe but realistic environment. Sessions were delivered consistently across teams nationally, ensuring a standardised approach to conflict management.

Outcomes & Impact
The response across all probation areas was overwhelmingly positive. Staff reported higher confidence levels, sharper communication skills, and a stronger ability to manage conflict safely both in group supervision and when working alone. Service managers observed improved staff resilience, reduced stress, and a more consistent approach to handling challenging interactions. The training helped embed a safer and more professional culture across the frontline, equipping officers to deal with the unpredictable demands of probation work with greater competence and confidence.