Level 01 | FOR LOWER RISK SETTINGS

De-Escalation Training

When staff face verbal aggression or distressed behaviour, the right response in the first thirty seconds is often what decides the outcome.

Our Level 1 programme builds the communication skills, situational awareness and de-escalation techniques your teams need to spot tension early, respond with confidence, and defuse it – no physical intervention required.

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       Google rating 
  5.0

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•01Training Overview

Level 1 courses enable your staff to address challenging behaviour at the earliest opportunity, preventing escalation before situations become incidents.

Level 1 is the foundation of our training framework and the ideal starting point for organisations where conflict may occur but physical intervention would not be appropriate.

Early intervention is one of the most effective ways to defuse conflict, protect staff wellbeing and prevent situations from becoming incidents. At Stand2, our Level 1 programmes focus on the core skills that make that possible – prevention, communication, situational awareness and ethical judgement. This helps teams respond confidently to challenging interactions, make proportionate decisions and reduce the likelihood of escalation.

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150

People Trained

Client Retention

Years Experience

• 02 WHO THIS IS FOR

For staff who deal with verbal aggression and distressed behaviour, in roles where physical intervention is never part of the job.

THIS INCLUDES

Reception & Frontline Teams – Manage face-to-face complaints with confidence from the first point of contact
Customer Service & Call Handlers – Deal with emotionally charged enquiries calmly while maintaining service standards
Social Care Workers – Support vulnerable individuals through challenging interactions while maintaining person-centred care
Public Transport Staff – Respond professionally to frustrated individuals while maintaining public safety
Healthcare Support Staff – Communicate effectively with patients, visitors and families during periods of distress
Security Staff – Recognise early signs of escalation and respond appropriately in unpredictable scenarios
Education & Support Staff – Maintain a safe, calm campus environment and respond confidently when challenging situations arise

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•03Your Risks Addressed

Our training focuses on real-world challenges teams encounter, helping your staff to understand how to de-escalate them.

Escalation of verbal or emotional aggression

Miscommunication during difficult workplace conversations

Inconsistent responses across teams and departments

Poor decision-making when dealing with frustrated individuals

Staff stress, anxiety, and reduced confidence following incidents

Complaints, dissatisfaction and negative service experiences

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• 04 OUR DE-ESCALATION COURSES

Whether managing challenging behaviour face-to-face or over the phone, our de-escalation courses provide practical skills that help staff respond effectively and reduce escalation.

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LEVEL 01

Managing Challenging Behaviour Training

DURATION | 4 HOURS

OUTCOMES

Confident conflict de-escalation skills Improved communication under pressure Safer, more consistent responses

LEVEL 01

Managing Challenging Telephone Calls Training

DURATION | 4 HOURS

OUTCOMES

Greater control of difficult calls Improved caller communication skills Reduced escalation and complaints

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•05OUR APPROACH TO TRAINING

Our training is delivered through a blend of facilitated discussion, practical communication exercises, structured reflection and realistic scenario-based learning.

The approach promotes proportionate, ethical and defensible practice, ensuring staff develop skills that align with organisational policies, operational procedures and legal responsibilities.

All content is uniquely tailored following a Training Needs Analysis, allowing us to reflect your environment, workforce and the challenges your teams encounter day to day.

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•06.Frequently Asked Questions

Can’t find what you’re looking for? Get in touch and we will answer any questions you may have!

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Talk to us on 01952 928134

Is Level 1 suitable for teams with no foreseeable physical risk?

Yes. Level 1 is specifically designed for low-risk environments, where challenging behaviour may occur, but where de-escalation is the primary appropriate response.

Does Level 1 include any physical intervention techniques?

No. Physical intervention is not taught at this level. The focus is on prevention, communication, situational awareness and reducing escalation before situations develop further.

Is this suitable for remote or call-handling teams?

Yes. A dedicated Level 1 course is available for remote or call-handling teams — Managing Challenging & Aggressive Callers. This is a practical course for staff who manage distressed, frustrated, or verbally aggressive callers..

Do staff need prior training?

No. Level 1 provides core skills suitable for both new and experienced staff.

How do you ensure the training is safe for staff who may have experienced trauma or anxiety related to conflict?

Level 1 is delivered using trauma-informed principles. Participation is always by choice, discussions are handled sensitively, and no one is placed in situations they are uncomfortable with. Psychological safety is built into the delivery, and trainers are skilled at recognising emotional responses and supporting individuals appropriately.

Are the level 1 courses compliant with sector guidance and best practice?

Yes. The programme is aligned with up-to-date legal, ethical, and sector-specific standards and has been independently medically reviewed.

Will the training be tailored to our organisation?

Yes. Every delivery follows a Training Needs Analysis to ensure the content fits the role, environment, and organisational policy within your organisation.

How do we know this training aligns with our policies, safeguarding requirements, and organisational procedures?

Before delivery, we work closely with you to understand your policies, safeguarding responsibilities, risk assessments, and operational expectations. This forms part of our Training Needs Analysis and ensures the programme is tailored to your organisation’s context. Staff are trained using examples, boundaries, and decision-making frameworks that reflect your procedures, helping you maintain consistency, compliance, and defensible practice.

•07Case Studies

Transport for West Midlands

Forestry England

Gas Networks Ireland

Canary Wharf

NHS Black Country Integrated Care Board

•08START YOUR TRAINING TODAY

Let’s find the right training for your organisation.

Tell us a little about your organisation and we’ll make sure we recommend the right training for your environment, your risk level, and your teams. There’s no obligation – just a straightforward conversation with someone who understands your sector.

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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

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

Very well structured course and effectively taught. Techniques and solutions were very helpful.

Nathan

Very good! Other security companys should learn this Easy to learn

Kieran Fleming

Dinujan

Fantastic course, gave a really easy to remember process for handling conflict management. Trainers were great, I thoroughly enjoyed it.

Rebecca Percox

Really course, tutors were great especially Chris who made it fun and interactive

Marie Bryant

Really enjoyed the training Dave and Chris are very engaging

Ryan Jackson

Engaging PowerPoint, really good instructors, time to practice techniques

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

Level 01 | FOR LOWER RISK SETTINGS