De-escalation & Conflict Management: For Public Facing Roles
Public facing roles in the arts and culture sector come with a specific set of challenges. How difficult moments are handled is key to both the experience of the customer, and the resilience of the staff. It is important that staff are well equipped to manage conflict and de-escalate situations in a way that feels collaborative and respectful. This practical session provides a toolkit for participants looking to develop confidence in their communication skills, as part of their broader inclusive and professional practice.
Please note: This de-escalation training is designed around moments of disagreement and frustration, and when customers might be communicating with heightened emotion. It is not designed for managing situations of physical danger, or vulnerable people in distress.
About the Course
This is a practical workshop which provides participants with a series of tools and models they can utilise to help them navigate difficult conversions with customers, clients and audience members. Building on the popular ‘Transactional Analysis’ model, we’ll look at different characteristics of healthy and effective communication styles and give participants space to consider how they could apply these in their own interactions with the public. Crucially, we’ll explore how to communicate in a way that invites the collaborative and respectful dynamics that we want to promote as a public facing organisation.
Participants will have the chance to work through recognisable scenarios, to ‘test out’ different approaches, and to consider which aspects of their own communication style they want to develop or adapt. They should leave feeling more confident, relaxed and better equipped to conduct and support conversations that have a positive outcome. They should also leave feeling more assured of their ability to set boundaries and escalate to management when necessary.
