De-escalation & Resolution of Conflict in the Workplace


This 2-day program is expertly facilitated by Dr Kamal Singh Dhaliwal BA (Hons.)(Psych.), DPsych(Clin), MAPS


Kamal is a highly respected Clinical Psychologist and amongst his many achievements he has developed this high-impact program specifically for workplaces. 

The aim of the program is to assist management as well as frontline staff in effectively resolving conflict that might arise in the workplace in the course of performing their duties. The key aim is to establish a respectful, harmonious and supportive workplace environment resulting in a more productive workforce.


Program Overview:

Who am I/what is my personal experience working in areas of conflict?

What is conflict?

Model K – How your own experiences in life can influence the way you respond/react to conflict

What the body does in response to conflict/threat


Scenarios in the workplace and in one’s personal life where conflict has arisen

What have you noticed that happens in your body when faced with potential threat?

What happens to your thoughts and emotions during a conflict situation?


What is the outcome that you want when faced with conflict?

Where might the other person be coming from? – Putting yourself in the other person’s shoes


Presentation of specific conflict resolution strategies to de-escalate conflict

Peer support during and after an incident as required

Develop an effective and user-friendly Peer Support program within the workgroup to enable effective and timely staff support and provide a forum for ongoing skill development

Ensure staff are aware of the organisation’s Employee Assistance Scheme


Interactive group discussion in relation to specific conflict scenarios experienced by the participants focussing on:

  • What worked and what they had difficulty with
  • Problem solve/encourage discussion of successes as well as perceived failures
  • Encourage team support of each other – develop supportive work-group culture
  • Trouble-shoot any issues arising out of the Peer-support program
  • Discuss resources available for individual staff if they are having difficulties


Use of “homework” sheets by staff to record incidents that may arise between Day 1 and Day 2 (assuming there is a gap of a few weeks between Day 1 and Day 2). The purpose is to record incidents, strategies they used to de-escalate the situation, take notice of their physiological, cognitive and emotional response to the incident, outcome of their intervention and how they felt about their performance in that incident


Developed and Facilitated by Dr Kamal Dhaliwal 


“This workshop very cleverly explains human nature and how it affects safety. I believe this course has completely changed my outlook on safety, as ultimately safety is your own responsibility. It has changed the way I manage myself in pressure situations and stopped me getting upset with things I cannot control. The course was excellent...”


"Clive is a highly motivated and dynamic trainer. He has a deep understanding of his subject and delivers a very powerful message in an incredibly short space of time. This is probably the best training session I have ever attended and I would highly recommend Clive and GYST Consulting."

Business Manager

"The Care Factor Program has enabled me to be conscious of taking responsibility and understanding the how/what/why my thinking is built on. Also, that to change culture, I must empower others by asking questions and not being afraid to intervene"

Mining Engineer  

Clients we work with

Interested in the Care Factor Program?

Please complete the form below so we can respond to your enquiry.
If you would prefer to speak to us over the phone, call GYST Consulting on 07 5533 2103.

I'm looking to run a program in the;

I would like to know more about;