With 75% of GP practice staff experiencing daily abuse and 83% of practices having had to remove patients due to repeated incidents, this training focuses on realistic, high-pressure scenarios encountered in primary care settings. Learners face three interactive role-play scenarios designed to provide healthcare professionals with the skills and confidence needed to de-escalate conflict effectively. Each scenario includes Decision Points, where learners must choose the best response from three possible options. Selecting the best practice response moves the narrative forward, while choosing one of the other two responses leads to a more negative outcome. Expert feedback is provided explaining why the response was less effective. Embedded video content from conflict resolution and communication experts provides detailed guidance on de-escalation strategies, emphasising active listening, maintaining professionalism and addressing the underlying causes of conflict. This module ensures staff are prepared to handle challenging situations confidently and foster a safer environment.