De-escalation Workshop

Kia ora and welcome to our
De-escalation Workshop

Course Outline

This half-day online workshop comprises of three sessions aimed at gaining a comprehensive understanding of the principles of de-escalation, how to de-escalate confrontational and derogatory situations and be provided with practical tips and strategies to take away. These online workshops can be delivered via MS Teams or Zoom.

This workshop is targeted at frontline and call centre workers who are dealing with the public either by phone or in a controlled environment i.e., reception area The content of this workshop has been designed to give the learner a foundational knowledge and understanding of de-escalation techniques.

This workshop is not aimed at workers who may have to deal with physical aggression, threatening clients in an uncontrolled environment.

Indicative Costs: $150 per person +GST (online) Discounts apply for larger groups.

For group bookings, inhouse options or face to face workshops, please use the book now function below. Minimum numbers apply.

For individual public bookings, please enquire use the book now function below and one of our facilitators will discuss potential upcoming dates with you depending on demand.

By attending this workshop, you will learn how to:

• Understand the definitions of de-escalation.

• Understand how to review legislation and how it relates to de-escalation.

• Understand the science and research around de-escalation and become aware of how you may react in these situations such as anger, frustration, and stress.

• Recognise verbal cues and flags being displayed by customers who are becoming agitated, angry, or stressed.

• How to handle, take control and de-escalate any confrontational, derogatory, or intimidating phone calls or in-person situations.

• Understand how and when to disengage from a confrontational call or situation.

• Practical tips and strategies to use in your work environment and share with colleagues using the HEAT and AWOCA models of de-escalation.

• Recognise when you or your colleagues need further support following a confrontation or call and know what to do about it.

Our Facilitators

Meet Christopher McDonald

Introduction:

I have been facilitating H&S Representative training seminars for WorksafeReps since 2003.

I worked as an organiser for the EPMU (Etu) from 1991 – 2000 and as an educator for NZNO from 2000 – 2005.

I worked in heavy industry for several years – NZ Steel – as a tapper in the melters.

I am experienced in both face-to-face and zoom facilitation.  I can also use “Teams.”

I also facilitate on-line learners in both the HSR Initial training and the Manager/supervisor courses.

Courses I facilitate:

  • Stage 1 Initial HSR
  • HSR Refresher
  • Stage 2 Risk Management
  • Manager/Supervisor
  • Preventing and Managing Fatigue
  • I can travel to facilitate Face-to Face courses in the Waikato Region, Auckland and Bay of Plenty.

Meet Jen Breed

Introduction:

I have 35 years’ experience in the field of Health, safety and wellbeing, and Adult Education.  I have been trainer for WorkSafeReps for 29 years.  I am a Health, Safety and Wellbeing advisor and trainer for Working Wise Ltd.    Working Wise provide a range of services and products including HSW reviews; Safe Plus; Due diligence and HSW Leader strategic planning and development programmes; High Engagement in Psychosocial risks and work improvements; and GOSH, an online HSW information system.

My Qualifications:

  • National Certificate (Level 4 ) Adult Education and Training
  • National Certificate (Level 4) Occupational  Health and Safety (Co-Ordination)
  • Diploma in Teaching
  • ACC Audit certificate
  • Certificate in Managing conflict and building relationships 

Courses I teach:

  • Stage 1 Initial HSR training
  • In-house: One day Training F2F, one day assessment online
  • Generic:  (2 days online) 
  • Stage 2 HSR Training
  • One day online generic
  • In- house  F2F (adapted to meet specific needs)
  • Creative Positive workplaces
  • Preventing and managing fatigue
  • In-house adapted to meet specific needs

Meet Sheree Camilleri

Introduction:

It may sound a bit cheesy; but delivering health and safety training is my career purpose and passion, which continues to bring sparkle and laughter to my day.

For many years it has been my privilege to work with H&S Reps, managers, business owners, H&S advisors and board members, on their unique H&S journey as both a trainer and consultant.

My focus is on bringing H&S legal knowledge and best practice requirements alive, transitioning course participants from varying degrees of confusion and frustration to a space of confidence, understanding and ownership, which enables them to contribute to improvements in the H&S performance of the organisation they belong to.

My own career has been varied including the Early Childcare Industry, Social Services, Education Outside the Classroom, OSCAR Programmes (out of school care and recreation) and the Adventure Tourism/ Event Management Industry, all of which required strong H&S skills and focus. This led me to specialise in H&S, firstly with Department of Labour (now WorkSafe) as a Business Advisor/ Educator and then as a Health and Safety Inspector and later a H&S Advisor for a large government agency. Contributing to further improving the lives of workers has been as a union delegate.

My training focus is on H&S Rep development, risk management, investigations, worker engagement and developing/ mentoring H&S Advisors and managers.

Outside of work, I enjoy the good life on a lifestyle block in Northland which I share with family, 5 cats, 4 horses and 2 dogs, so there is never a dull moment.

I look forward to meeting you and being part of your H&S journey.

Courses I teach:

  • Stage 1 Initial HSR 
  • Stage 2 HSR H&S ( Risk Management and Investigation)
  • Creating positive workplaces 
  • H&S for Team Leaders/Supervisors and Manager
  • De-escalation Training

I can travel NZ wide. Travel costs of flights, accommodation, taxis, kms,  and meals may apply.

Online courses:  Yes

Meet Tjarda Wierdsma

Coming soon…

Meet Doug Clark

Introduction:

Secondary school teacher for 30 years with portfolios in Science, Phys Ed, Outdoor Ed and Hard Materials Technology.

Stage 1, 2 and 3 Health and Safety rep trained under the Health and Safety in Employment Act 1992

Level 4 Adult Education qualified and unit 29315 assessor.

Ex chair of Coastguard Central Region H & S committee and member of Coastguard National H & S committee.

Health and safety coordinator for Coastguard Mana

PPTA representative on the MoE working party that created the ‘Health and Safety at Work Act 2015 A practical guide for Boards of Trustees and School Leaders’

Co-author of the PPTA Creating Positive Workspaces resource and 1 day course.

Author of Coastguard New Zealand Stage 2 Investigating and Managing Risk

Courses I teach:

  • Stage 1 Initial HSR training course, 
  • Stage 2 Investigating and Managing Risk course, 
  • Leaders and managers course and Wellbeing Workshop 
  • Creating positive workplaces.

Book Now

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