Audience response training In-person

This course helps theatre staff recognise and manage conflict before it escalates. Designed by front of house teams, it focuses on real-world situations and gives practical tools for dealing with challenging behaviour from patrons.

Candidates will learn how to spot early warning signs, use confident body language and active listening, and apply simple techniques to calm situations down. The course also covers customer service approaches that can prevent conflict in the first place, as well as guidance on exit strategies, reporting, and the law.

It’s ideal for anyone working front of house or in customer-facing roles in theatres and live events.

This course also includes an optional Breakaway training module, designed to help individuals safely disengage from a potentially hostile person or situation without escalating it or causing harm. It covers non-violent communication, de-escalation techniques, and simple physical skills to reduce risk and promote personal safety.