De-escalation Workshop
Kia ora and welcome to our
De-escalation Workshop
Course Outline
This half-day workshop comprises of three sessions aimed at gaining a full understanding of the principles of de-escalation and its implementation.
This workshop is targeted at frontline and call centre staff who are dealing with clients who exhibit aggressive and /or violent behaviours verbally. (Note it is not aimed at those dealing with physical aggression)
After working through this workshop, participants will understand the following:
- Be able to identify unacceptable, aggressive and violent behaviours towards them;
- Understand de-escalation definitions;
- Understand the science and research around why people behave in an aggressive or violent way including behaviours such as anger, frustration and stress;
- Understand how to review legislation and how it relates to de-escalation;
- Have a toolbox of strategies to allow them to diffuse a difficult situation and protect themselves (HEAT and AWOCA models of de-escalation);
- How to handle, take control and de-escalate any aggressive or abusive phone calls or verbal in-person confrontations;
- Recognise when they or others need further support following an aggressive confrontation or call and know what to do about it.
Our Facilitators
Meet June Hoddle
Meet Christopher McDonald
Meet Jen Breed
Meet Sheree Camilleri
Meet Tjarda Wierdsma
Meet Doug Clark
Book Now
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