Mental Health Education & Resource Centre

Term 1 | De-escalation: Using Effective Communication


Course Type: Introductory | Course Level: Four | Catering: Refreshments provided

Please note: Distance learning participants may be joining this session via Webinar.

Violence, aggression and distress in the workplace are an all too common occurrence. It is important that organisations become aware of the problems and recognise the important role effective calming and de-escalation skills can play. The aim of this training is to equip staff with the skills to identify and de-escalate an agitated person while keeping themselves and others safe.

• Thinking about challenges and risks
• Anger on a continuum and conflict in context
• Staff confidence in managing aggression, distress and violence
• The role of communication
• Client and staff safety

Learning Intentions
Participants will be provided with the opportunity to:
• Identify why people become angry or defensive, and recognise the early warning signs
• Describe a range of assertive techniques in order to help people regain control
• Identify strategies for self-control in the face of aggressive and or distressed behaviour 
• Discuss the importance of debriefing following challenging situations

Let’s Get Real Skills
• Professional and Personal Development
• Working with Families/Whānau
• Working with Service Users
• Working with Māori
• Working with Communities


Terms and Conditions