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

Introduction:

History of working with workers in the public and private sector as a union organiser and delegate in the public sector.

I have 25 years experience as an educator / facilitator concentrating on health and safety in the past 10 years.  I have a passion for workplaces to be safe and believe the key to this is the empowerment of elected Health and Safety Representative and workers

Courses I teach: 

  • Stage 1 HSR Training
  • One day refresher on the HSW Act
  • Stage 2 HSR Training
  • Parenting and Managing Fatigue 
  • Creating a Positive Workplace
  • One day course on supporting managers to become familiar with the HSW Act (1 day)

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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