Module 4: Intervention & Conflict Management

Overview

In licenced retail environments, situations can escalate quickly. Whether it’s a heated customer dispute or a potential theft turning aggressive, security officers must be prepared to act safely, lawfully, and professionally.

This module gives you the practical skills and legal knowledge needed to intervene effectively, manage conflict calmly, and protect yourself and others — all while staying compliant with UK laws and industry standards.

By the end of this module, you’ll feel more confident dealing with difficult situations while ensuring your actions reflect the high standards expected of licenced security professionals.

Term	Definition
Use of Force	The application of reasonable, necessary, and proportionate force to prevent crime or defend self/others (Criminal Law Act 1967).
De-escalation	Techniques used to calm a situation and reduce tension without using force.
Dynamic Risk Assessment	A real-time evaluation of a situation to decide if and how to safely intervene.
Breakaway Techniques	Safe movements used to disengage from physical assault while minimising harm to self and others.
Trigger Behaviours	Words or actions that may escalate conflict — must be identified and avoided.
Personal Safety Distance	Maintaining a safe physical gap between yourself and a potentially aggressive individual.