Conflict De-Escalation for Frontline Staff and Customer Service Professionals

Online course

Any professional who interacts with the public frequently experiences conflict in various forms, from verbal attacks to physical altercations. Their safety and security are a top priority, yet few are equipped to safely defuse these incidents. In this trauma informed and evidence based, short, online course, you are introduced to a simple yet effective model for de-escalating conflict with angry customers and clients.  

Course topics

  • learn the different types of workplace conflicts that can arise with customers
  •  gain insights into the many types and causes of conflict
  • learn a practical, step-by-step model which can guide de-escalation efforts
  • practice applying the model and receive feedback
  • analyze the steps and actions you can take to prevent or de-escalate the conflict you face in the workplace

Course details

Course Code: MSCD 002 | Section Code: I24W70
Dates: July. 26, 2024 | Friday 
Times: 9:00 am to 12:00 pm
Delivery: Online via Zoom
Fees: $175+ GST 

Register for Conflict De-escalation Techniques

Conflict management, de-escalation, conflict de-escalation


Dr. Evan Hoffman is a conflict resolution expert with over 15 years of experience.

Evan holds a PhD in Political Science from the University of Canterbury (New Zealand). He also completed a master's degree in Post-war Recovery Studies at the University of York, UK in 2001 and an undergraduate degree in psychology at Carleton University, Ottawa in 1999. In 2001 he earned a Certificate in Alternative Dispute Resolution (ADR) from CIIAN and a certificate in Nonviolent Crisis Intervention in 2000.

He has provided consulting services to Global Affairs Canada (GAC), the Carter Center, the UN, the EU, the Ottawa Police Service, St. Lawrence College (Cornwall), the Vietnamese Ministry of Justice and many other organizations. Over the last fifteen years, he's conducted workshops and trainings with hundreds of community leaders, university students, police officers and government officials from around the world.