Mental Wellbeing
Welcome to
CONFLICT COMPASS
Conflict management for frontline staff
Welcome to
What can participants expect?
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Improve confidence
Our qualified practitioners will lead facilitation, helping participants (frontline staff) feel more confident in handling difficult, more sensitive conversations.
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Achievable strategies
The primary goal of this training is to empower frontline staff with practical tools and strategies to:
- Recognise and manage aggressive or emotionally charged situations
- Build rapport with customers to foster trust and cooperation
- Enhance emotional intelligence to best understand customer needs
- De-escalate conflicts efficiently and maintain a safe environment
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Reduction of stress
As a result of the training, we expect:
- Frontline staff to experience reduced stress in high-pressure situations
- The guidance to contribute to a safer, more supportive work environment
- Organisationally, for staff retention to increase and attrition to reduce
Some of the Areas We Will Explore
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Pre-session survey
Individuals will have the opportunity to discover their DISC personality style and receive an individual report with coaching tips.
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Self-defence or Yoga
Our fitness instructor will lift the energy of the session with a basic self-defence or chair Yoga ice breaker — intended solely for empowering frontline staff.
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Debrief on DISC strategies
We start the formal session by reflecting on DISC personality strengths and development areas in conflict management.
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Preventing conflict
Our practitioner will then walk through solutions for preventing conflict situations, from setting ground rules and boundaries to spotting signs.
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Catching conflict
For catching conflict strategies we cover de-escalation tips and verbal/non-verbal strategies, with examples for face-to-face, group and phone-call scenarios.
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Self-care strategies
We also provide evidence-based self-care tips for frontline staff, including diaphragmatic breathing, desk stretches and healthy habits.
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Role play
Participants will have the chance to practice the strategies discussed with one of Populi’s actors. Watch example clips: role-play example one and role-play example two.
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Debrief
Further to the role play, our practitioner brings the group back together to reflect and consider their key takeaways.
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Logistics
Our optimal group size is 10–12 participants. Attendees should wear clothes they feel comfortable in for light exercise.
Resources
Mental Wellbeing
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