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Full Day | Max. 20 Participants
Workshop Outcomes
- Recognise and de-escalate conflict in person or over the phone at work
- Understand your own triggers and how to regulate emotional responses
- Use adaptive communication techniques that defuse, calm, clarify and create safety
- Create and maintain safe boundaries without escalating situations
- Risk assess conflict situations and adapt your approach accordingly
- Use negotiation principles to move conversations from conflict to constructive problem-solving
Topics Covered
- Understanding Conflict and Communication Breakdowns
- Know Yourself and Your Triggers
- Understanding the behavioural responses to conflict and its impact
- Own the Moment: De-escalation and Communication Skills
- Risk Awareness and Safe Boundaries
- Lead the outcome - from De-escalation to Negotiation
Location
- Willing to work remote
- Willing to work interstate
- Willing to work internationally
How can this workshop be delivered?
- Face to face
Overview
Staff often face challenging situations - from frustrated members of the public to tense phone calls or workplace pressure. Without the right skills, these moments can escalate quickly putting wellbeing, safety and organisational reputation at risk.
This workshop provides practical, repeatable tools that go beyond generic customer service training. Participants learn how to recognise early warning signs, apply de-escalation techniques that calm and refocus and set safe boundaries that protect both people and organisations. They also gain adaptive communication strategies using tone, words and body language to build trust and reduce risk.
The program introduces simple negotiation frameworks to move from conflict to constructive problem-solving. With real-world case studies and role-play practise, staff leave equipped with practical language scripts, body cues and risk-assessment tools they can use immediately.
The outcome is safer, calmer, more respectful workplaces where staff feel confident, supported and prepared.
Workshop Outcomes
- Recognise and de-escalate conflict in person or over the phone at work
- Understand your own triggers and how to regulate emotional responses
- Use adaptive communication techniques that defuse, calm, clarify and create safety
- Create and maintain safe boundaries without escalating situations
- Risk assess conflict situations and adapt your approach accordingly
- Use negotiation principles to move conversations from conflict to constructive problem-solving
Topics Covered
- Understanding Conflict and Communication Breakdowns
- Know Yourself and Your Triggers
- Understanding the behavioural responses to conflict and its impact
- Own the Moment: De-escalation and Communication Skills
- Risk Awareness and Safe Boundaries
- Lead the outcome - from De-escalation to Negotiation
Who is this workshop for
This workshop is designed for frontline and team-based staff who regularly deal with members of the public, colleagues or clients in high-pressure situations. It is particularly relevant for government departments, customer-facing roles and workplace teams where safety, professionalism and effective communication are critical. It is applicable for both phone and in person de-escalation situations.
Handouts/materials provided
Presentation PDF, workbook and tools, example scripts and resource links.
What to bring
Notebook and pen or laptop to take notes.
Facilitator
About the facilitator
Sarah M Blake is a multi-award-winning Conflict Strategist, Corporate Trainer, Negotiation Specialist and Mediator with more than 30 years of experience helping leaders and organisations navigate conflict, complexity, change and high-stakes decision-making.
A second-generation practitioner, Sarah is recognised for her calm, practical and strategic approach to some of the most challenging workplace, organisational and multi-stakeholder environments. Rather than simply resolving conflict, she helps leaders understand what sits beneath it - strengthening communication, negotiation capability, leadership confidence and organisational culture so people can make better decisions when pressure is at its highest.
Her work spans conflict assessment, executive coaching, leadership development, negotiation, workplace restoration and organisational culture. Sarah has developed a suite of practical frameworks that enable leaders and teams to engage in difficult conversations earlier, de-escalate conflict confidently and negotiate outcomes that balance relationships with results.
Sarah has worked extensively across government, mining, defence, higher education, infrastructure, First Nations organisations and the private sector. Her clients have included the World Bank, BHP, the Australian Federal Police, state and local governments, universities and numerous commercial organisations throughout Australia and internationally.
An internationally recognised practitioner, Sarah has delivered workshops and keynote presentations across nine countries, lectured in universities, served on national and international advisory committees, and continues to contribute to the advancement of conflict resolution, negotiation and leadership practice. She is an Advanced Accredited Mediator with the Resolution Institute, an IMI Certified Mediator, TEDx speaker, best-selling author and regular media commentator.
Sarah is passionate about helping organisations build conflict capability - not simply to resolve today's challenges, but to create the calm, clarity and confidence needed to lead through tomorrow's.
Key Expertise
- High Conflict
- Negotiation
- Mediation
- Cross-Cultural Engagement
- Conflict Risk Management
- Workplace Communication & Engagement
Industry Focus
- Dispute Resolution Industry
- State & Local Government
- Boards & Executive Teams
- Corporate
Based in:
About the facilitator
Sarah M Blake is a multi-award-winning Conflict Strategist, Corporate Trainer, Negotiation Specialist and Mediator with more than 30 years of experience helping leaders and organisations navigate conflict, complexity, change and high-stakes decision-making.
A second-generation practitioner, Sarah is recognised for her calm, practical and strategic approach to some of the most challenging workplace, organisational and multi-stakeholder environments. Rather than simply resolving conflict, she helps leaders understand what sits beneath it - strengthening communication, negotiation capability, leadership confidence and organisational culture so people can make better decisions when pressure is at its highest.
Her work spans conflict assessment, executive coaching, leadership development, negotiation, workplace restoration and organisational culture. Sarah has developed a suite of practical frameworks that enable leaders and teams to engage in difficult conversations earlier, de-escalate conflict confidently and negotiate outcomes that balance relationships with results.
Sarah has worked extensively across government, mining, defence, higher education, infrastructure, First Nations organisations and the private sector. Her clients have included the World Bank, BHP, the Australian Federal Police, state and local governments, universities and numerous commercial organisations throughout Australia and internationally.
An internationally recognised practitioner, Sarah has delivered workshops and keynote presentations across nine countries, lectured in universities, served on national and international advisory committees, and continues to contribute to the advancement of conflict resolution, negotiation and leadership practice. She is an Advanced Accredited Mediator with the Resolution Institute, an IMI Certified Mediator, TEDx speaker, best-selling author and regular media commentator.
Sarah is passionate about helping organisations build conflict capability - not simply to resolve today's challenges, but to create the calm, clarity and confidence needed to lead through tomorrow's.
Key Expertise
- High Conflict
- Negotiation
- Mediation
- Cross-Cultural Engagement
- Conflict Risk Management
- Workplace Communication & Engagement
Industry Focus
- Dispute Resolution Industry
- State & Local Government
- Boards & Executive Teams
- Corporate
Based in:
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