Conflict avoidance ...

... is part of mandatory training for NHS staff.

An outside company comes in to deliver the training and, for a potentially very dry 4 hour session, manage to make it interesting. In the past, the trainer was a Canadian ex army guy who delighted in showing off scars from stab wounds he sustained in attempting to defuse a conflict on one of the dodgier streets of London. It didn't inspire confidence in his ability to teach this session!