The Conflict Management Series
Four levels. One framework. Matched to your risk.
Level 1
Personal Safety & De-Escalation
Whole-workforce and everyday capability
Delivery
Online or Face-to-Face
Explore PSD →This is the broadest and most accessible course in the series. It is suitable for individuals, whole workforces, teams and anyone who may encounter conflict, challenging behaviour or escalation at work or in everyday life.
PSD focuses on the skills that prevent a situation from escalating — recognising the early signs, communicating in a way that lowers the temperature, establishing boundaries, and knowing how to disengage safely when needed.
Recognise. Prevent. De-Escalate. Stay Safe.
Level 2
Occupational Violence & Aggression
Assessed practical capability
Delivery
Face-to-Face / Hybrid
Explore OVA →OVA is for people and organisations requiring a deeper level of practical capability. It is appropriate where occupational violence and aggression is an identified workplace risk — or where personnel are required to demonstrate a practical response capability.
Where PSD builds awareness and communication skills, OVA goes further — covering the psychology behind aggression, scenario-based learning, practical application and formal assessment. Participants are assessed against defined criteria and issued a Certificate of Completion.
Apply. Demonstrate. Respond.
Level 3
Defensive Tactics
Specialist operational capability
Delivery
Face-to-Face
Employer endorsement required
Enquire About Defensive TacticsDefensive Tactics is restricted specialist operational training. It is available to practising law enforcement, licensed security, emergency services and approved operational personnel.
This level covers advanced physical defensive techniques, working in teams, coordinated response and advanced incident report writing. It is not an extension of OVA — it is a separate operational capability pathway for personnel with a specific role requirement.
Employer endorsement is required. Contact EYESTAR to discuss eligibility and delivery.
Level 4
Bespoke Industry & Cohort Training
Capability designed around the organisation
Delivery
Face-to-Face
Consultation required
Discuss Bespoke TrainingSome organisations cannot be adequately supported by an off-the-shelf course. Where the operating environment, workforce roles, incident history or required response capability are specific enough to warrant it, EYESTAR can design training around the organisation rather than asking the organisation to fit the training.
Bespoke training can be built around actual operating environments, identified risks, policies and procedures, specific industries or cohorts, and expected response capability.
Understand the environment. Define the capability. Train for the reality.
Specialist Course — Sits Alongside the Series
Adaptive Response & Communication
Not all challenging behaviour is the same.
ARC is a specialist course that sits alongside the Conflict Management Series — not within it. It is designed for workers who regularly deal with people in distress, experiencing vulnerability, mental ill-health, intoxication or crisis.
ARC covers challenging behaviour, distress, vulnerability, communication, escalation and aggression — but the focus is on adapting the response based on what may be driving the behaviour, rather than on physical protective response and formal assessment.
ARC overlaps with both conflict management and mental health awareness. It does not progress into the same level of practical protective response and assessment as OVA. It is the right course where the primary challenge is distress and vulnerability — not aggression.
Explore ARC →ARC covers
ARC vs OVA: ARC is for people in distress. OVA is for people who are aggressive. Where distress turns to threat, the response changes — which is why some organisations run both.
Which one is right for you?
A quick guide
Level 1
Personal Safety & De-Escalation
For broad personal safety, de-escalation and whole-workforce capability.
Explore PSD →Specialist
Adaptive Response & Communication
For behaviour, distress, vulnerability and adaptive communication.
Explore ARC →Level 2
Occupational Violence & Aggression
For deeper practical OVA capability and formal assessment.
Explore OVA →Level 3
Defensive Tactics
For approved operational personnel requiring advanced defensive capability.
Enquire →Level 4
Bespoke Training
For organisations requiring training built around their environment, risks and procedures.
Discuss →Our People
Practitioners who've managed real conflict.
Our instructors have served in the military, law enforcement and frontline security roles. They've de-escalated real situations and dealt with the aftermath. That experience shapes how the training is delivered — realistic scenarios, no theatre, and content contextualised to the work your people actually do.
Your Obligations
Workplace violence and aggression are hazards. The law treats them that way.
01
The duty
Under the Work Health and Safety Act 2020 (WA), employers must manage risks to workers’ physical and psychological health, so far as is reasonably practicable. Psychological health is not optional or secondary.
02
It’s specifically regulated
Since December 2022, the Work Health and Safety (General) Regulations 2022 (WA) require psychosocial hazards to be identified and their risks eliminated or minimised. Violence, aggression and exposure to distressing situations are recognised psychosocial hazards.
03
The benchmark is published
WorkSafe WA has issued codes of practice for Violence and Aggression at Work and Psychosocial Hazards in the Workplace. These codes are admissible in proceedings as evidence of what was known about a hazard and what was reasonably practicable to do about it.
04
Training is a named control
Providing information, instruction and training is an explicit duty under the Act and a named control in both codes. Training produces a record — which is exactly where the EYESTAR Conflict Management Series sits.
Training is one control, not the whole answer. It doesn't replace your risk assessment, prevention plan, or your physical and work-design controls. It supports your duties — it doesn't discharge them. Not sure where your gaps are? Talk to EYESTAR.
Talk to Us
Not sure what level you need?
Talk to EYESTAR about your workforce, operating environment and the situations your people may reasonably be expected to face.
Talk to EYESTAR