Level 02 – Conflict Management

Lone Worker Safety Training for Security, Facilities & Enforcement Staff

A focused programme for lone security patrol officers, keyholders responding to out-of-hours call-outs, and single-staffed reception or gatehouse posts who work independently or without immediate support. Designed to strengthen situational awareness, personal safety, and defensible decision-making when managing challenging behaviour alone.

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Duration 6 Hours
Delivery Methods
  • In person
  • Standpoint
  • Affiliate Trainer Programme
Assessments
  • OBSERVATION
  • PARTICIPATION
  • DISCUSSION
  • COACHING
A lone security guard stands watch outside the building he is protecting

•01COURSE OVERVIEW

Equipping lone workers with the awareness, judgement, and communication skills they need to stay safe, make better decisions, and manage risk when working alone.

Participants learn to recognise early signs of risk, conduct dynamic assessments  before and during tasks, and apply structured strategies to prevent escalation.  The course reinforces proportionate responses aligned with organisational policy,  including the effective use of check-in systems, escalation routes, and emergency  procedures. Staff leave with greater confidence, clearer boundaries, and a more  consistent approach to managing risk when working alone. 

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• 02 THE IMPACT

How this training helps your organisation

  • Improved confidence for lone patrol officers and keyholders working without immediate backup
  • More consistent, defensible decision-making aligned with lone working policy and client site procedures
  • Reduced escalation during night patrols or out-of-hours call-outs, when backup is furthest away
  • Improved use of check-in systems, radio protocols, and control room escalation pathways
  • Enhanced incident reporting to support client audits and site governance
  • Reduced stress and improved wellbeing for staff on lone night shifts and out-of-hours duties
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De-escalation training

•03.RISKS ADDRESSED

Lone workers face risks that don’t exist in team environments. Without the right training, your staff may:

Checklist icon Enter environments without recognising early warning signs or pre-task risks
Checklist icon Make unsafe or inconsistent decisions when faced with escalating behaviour
Checklist icon Rely on ineffective communication strategies that increase tension
Checklist icon Fail to follow lone working procedures — including check-in systems, escalation routes, and emergency protocols
Checklist icon Misjudge when to withdraw, seek assistance, or activate emergency procedures
Checklist icon Under-report near misses or incidents, reducing your organisation’s visibility of risk
Checklist icon Experience heightened stress, anxiety, and uncertainty when operating without support

The good news is that this is entirely preventable. That’s what this course is for.

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• 04 LEARNING OUTCOMES

Here’s what your staff will be able to do differently:

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Recognise the potential psychological impact of lone working and apply strategies to reduce stress and uncertainty.
• 04 LEARNING OUTCOMES

Here’s what your staff will be able to do differently:

  1. 01 Recognise the potential psychological impact of lone working and apply strategies to reduce stress and uncertainty.
  2. 02 Identify common risks associated with lone working across different environments and roles.
  3. 03 Conduct dynamic risk assessments before and during tasks to maintain personal safety.
  4. 04 Maintain situational awareness and make informed decisions under pressure.
  5. 05 Recognise early warning signs of aggression, intimidation, or unsafe behaviour.
  6. 06 Apply structured communication techniques to prevent escalation and manage challenging interactions.
  7. 07 Set professional boundaries and manage expectations without increasing conflict.
  8. 08 Use proportionate, defensible responses when faced with escalating or threatening situations.
  9. 09 Minimise the risk of grabs or holds and apply safe escape techniques where necessary.
  10. 10 Implement organisational lone working procedures, including check in systems, escalation routes, and emergency protocols.
  11. 11 Work effectively as part of a team.
  12. 12 Record and report incidents accurately to support safeguarding and organisational learning.
  13. 13 Reflect on their own practice and identify strategies for continuous improvement.
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HM Prison & Probation Service
HM Prison & Probation Service
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05 CASE STUDY

HM Prison & Probation Service – West Midlands Unpaid Work Team

Stand2 provided Lone Worker Safety training to the West Midlands Unpaid Work  Team, whose supervisors oversee individuals completing community sentences  across varied, unpredictable, and often isolated environments. These staff  frequently work alone, manage challenging behaviour without immediate  support, and operate in settings where early decision-making is critical to  personal safety. 

During the programme, supervisors highlighted that the training “was exactly  what we’ve needed for a long time” and reflected the realities of their day-to-day roles. The content matched their operational challenges, strengthened their  confidence in recognising early warning signs, and reinforced safe, defensible  decision-making when working independently.

Man sat on a chair with hands clasped
• 06 Course Delivery & Assessment

Training that’s built around the realities of lone working – not a generic personal safety course.

Delivery: This course is delivered in person through a blend of structured discussion, scenario-based examples, reflective activities, and practical communication exercises built around relevant lone working contexts. Every session reflects your organisation’s specific lone working risks, policies, and procedures. StandPoint, our online learning platform, supports the programme with additional resources and materials.

Assessment: Learning is assessed through observation, participation, and demonstration of core principles. There are no formal written exams – assessment is continuous, realistic, and based on how staff apply what they’ve learned.

Certification: Every participant who successfully completes the programme is formally certified by Stand2, receiving a uniquely numbered certificate that confirms they have met the programme’s assessed standards. Each delegate is entered onto the Stand2 Training Register, which we maintain on your behalf – giving your organisation a clear, auditable record of who has been trained and when refresher training is due.

Training environment: All sessions are delivered using trauma-informed practice with clear opt-out options. Psychological and physical safety are prioritised throughout. No participant is required to engage in any activity they find uncomfortable.

•07.Frequently asked questions

Can’t find what you’re looking for? Call us or drop us a message.

Contact Us Talk to us on 01952 928134
Is this course suitable for staff who spend only part of their role working alone?
Yes. The programme is appropriate for staff who work alone routinely or occasionally. Whether lone working is a daily reality or an occasional requirement, the skills and awareness developed on this course are directly relevant.
Does the course include physical intervention?
No. This programme focuses on communication, situational awareness, dynamic risk assessment, and safe decision-making. Physical intervention is covered at Level 3. The course does include safe escape techniques to help staff minimise the risk of grabs or holds when working alone.
Is lone worker safety training a legal requirement?
Employers have a clear legal duty under the Health and Safety at Work Act 1974 to assess and manage the risks faced by lone workers. This is a well-recognised risk in security roles, where officers are often required to patrol alone, respond to alarm call-outs without a colleague present, or staff a gatehouse overnight – precisely the conditions where HSE data shows protective service occupations face workplace violence at around six times the national average. The HSE’s guidance on lone working is explicit – employers must consider the specific risks that arise when staff work without immediate support and put appropriate controls in place. For organisations with significant numbers of lone workers, structured training is one of the most direct and demonstrable ways to meet that obligation.
What sectors is this course suitable for?
This course is suitable for any organisation where staff work independently or without immediate support. Stand2 regularly delivers this programme to housing and local authority teams, probation and community justice staff, community healthcare workers, social care and supported living staff, field-based enforcement officers, lone security patrol officers and keyholders responding to out-of-hours call-outs, and any public or private sector organisation where lone working is a feature of the role.
How does this training address the psychological impact of lone working?
Lone working can have a significant psychological impact – increased anxiety, heightened stress, and uncertainty about how to respond in difficult situations are all common experiences, and this is often heightened for security staff patrolling empty sites overnight or responding alone to an alarm activation with no idea what they’ll find. This programme specifically addresses the psychological dimension of lone working, helping staff develop strategies to manage stress, build confidence, and approach lone working situations with greater clarity and composure.
Can the scenarios be built around our specific lone working environments?
Yes. Every Stand2 programme is built around your organisation’s specific lone working risks, policies, and procedures. Where helpful, we carry out a Training Needs Analysis beforehand to ensure the scenarios, examples, and learning activities directly reflect the environments your staff work in – whether that’s a night patrol of an empty site, a solo alarm response call-out, or a single-staffed gatehouse.
Does Stand2 training come with a certificate?
Yes. Staff are supported to understand and apply check-in systems, escalation routes, and emergency processes in line with your organisational requirements – including radio contact with control rooms, lone worker devices, and site-specific call-out protocols where these are already in place. The course reinforces when and how to activate emergency procedures, how to communicate effectively when support is delayed, and how to make safer decisions in time-critical situations.
Does the course cover emergency protocols and check-in systems?
Yes. Staff are supported to understand and apply check-in systems, escalation routes, and emergency processes in line with your organisational requirements. The course reinforces when and how to activate emergency procedures, how to communicate effectively when support is delayed, and how to make safer decisions in time-critical situations.
How do you ensure psychological safety for staff with previous negative experiences while working alone?
All sessions are delivered using trauma-informed practice with clear consent and sensitivity to staff experiences – particularly relevant given how many lone security patrol officers and keyholders will already have experienced an aggressive or threatening incident while working alone. No participant is asked to share more than they are comfortable with. The training environment is designed to be supportive and constructive – helping staff build confidence rather than revisiting distressing experiences.
How often should lone workers refresh this training?
Stand2 recommends a refresher interval of 24 months for this programme. The refresher course follows the same 6-hour format as the initial programme. Stand2 will proactively notify you when your staff are approaching their refresher date through the Stand2 Training Register.
•08.Start the conversation

This course is ideal for organisations with staff who work independently or without immediate support and require a consistent, defensible approach to personal safety and decision-making.

If you’re responsible for staff safety, safeguarding, or operational risk, we can help.

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Google Reviews

At Stand2 we go above and beyond to understand and meet your expectations. Here are some of our recent reviews.

As the trusted leader in conflict management, personal safety, and physical intervention training, we aim to elevate standards across the UK and beyond by bringing evidence-based practice, operational credibility, and expert instruction to every sector we serve.
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Excellent. Done a few courses over the years regarding conflict management and this was the best. Relaxed teaching and no one was afraid to make a mistake or ask any questions. Enjoyed this much more than my recent SIA renewal in all honesty.
Nick Clay
Nick Clay
Really thoughtful and experienced teachers. After the training I felt really confident in conflict resolution and physical intervention. Thank you now I know how to protect myself, the general public and my organisation if a situation comes up.
Osagie Justice
Osagie Justice
Very well structured course and effectively taught. Techniques and solutions were very helpful.
Nathan
Nathan
Very good! Other security companys should learn this Easy to learn
Kieran Fleming
Kieran Fleming
Dinujan
Dinujan
Fantastic course, gave a really easy to remember process for handling conflict management. Trainers were great, I thoroughly enjoyed it.
Rebecca Percox
Rebecca Percox
Really course, tutors were great especially Chris who made it fun and interactive
Marie Bryant
Marie Bryant
Really enjoyed the training Dave and Chris are very engaging
Ryan Jackson
Ryan Jackson
Engaging PowerPoint, really good instructors, time to practice techniques
Emily Rowlands
Emily Rowlands
I recently completed training at Stand2 and had a great experience. The course was well organised, engaging and delivered by Chris C, who explained everything clearly using practical, real-life examples. The training has given me greater confidence in managing conflict, assessing risk, and keeping myself and others safe. I would highly recommend this course to anyone looking to develop these important skills.
Florian Paun
Florian Paun