Conflict De-escalation and Prevention for Frontline Staff

Program Description

An Overview

Please Note: This session is free for BCNPHA members only.

This workshop is designed for staff and employees who may encounter heated exchanges, outright hostility or even violence due to their roles requiring interaction with upset members of the public, customers and/or clients.

The hope of this workshop is that attendees will leave with the necessary skills and tools to safely, quickly and effectively de-fuse incidents before they escalate. This not only enhances the safety of staff and bystanders but can also lead to the identification of novel solutions, thereby increasing client satisfaction. The workshop presents a simple, step-by-step model for calming and defusing a wide range of incidents. It is a practical, and easy to understand approach.

Who Should Attend?

• anyone working in client facing roles in the non-profit housing sector, looking to up their skills in conflict mediation
• managers and leaders of front line workers looking to support their staff

What Will You Learn?

• Identify the causes of conflict to pinpoint potential “flashpoints” in the workplace, allowing for quick and effective intervention
• Understand the importance of early, constructive, and proactive engagement with people in conflict while remaining centered, respectful, and professional.
• Apply a simple 4-step model to calm and de-fuse a wide range of incidents with angry customers, clients, and co-workers.
• Practice applying the 4-step model in a safe classroom environment, receiving constructive feedback from peers and the instructor

Evan Hoffman, PhD

The Conflict Doctor

Evan Hoffman, PhD is a conflict resolution specialist with deep roots in the social services and human support fields. Trained in psychology and crisis intervention, he has spent more than two decades helping individuals and organizations navigate high-stress situations with empathy, clarity, and respect. His early work in personal support and community-based services shaped a career-long commitment to understanding human behaviour and promoting emotional safety in complex environments.

He earned a Master’s in Post-war Recovery Studies from the University of York (UK) in 2001, focusing on trauma, community healing, and reconciliation after violent conflict, which enhanced his expertise in dialogue and trust-building for recovery.Building on this foundation, Evan has led and supported initiatives that strengthen communication, trust, and collaboration across sectors—from social service agencies and Indigenous organizations to international institutions such as the UN and Global Affairs Canada.

Today, Evan combines his experience as an educator and practitioner to help others build resilient relationships and manage conflict constructively. Whether working with front-line staff, managers, or community leaders, he focuses on developing the skills and confidence people need to respond to conflict with compassion and effectiveness.

Visit my LinkedIn page or www.ConflictDoctor.ca to learn more about my background and current work.