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De-escalation: Effective Communication to Manage Distress

Gain the skills to identify and de-escalate an agitated person while keeping yourself and others safe. Gain confidence in managing distress and aggression, and strategies for self-control. Learn the role of communication and the importance of debriefing following a challenging situation.



This workshop will equip you with the skills to identify and de-escalate an agitated person while keeping yourself and others safe. Gain confidence in managing distress and aggression while maintaining self-control. The ability to calm and de-escalate a situation is an essential skill for every person and is important in many work environments.

Overview and Learning Intentions

  • Understand why people become angry or defensive 

  • Recognise early warning signs

  • Learn a range of assertive techniques to help people regain control

  • Understand the role of communication

  • Develop strategies for self-control in the face of aggressive and or distressed behaviour

  • The importance of debriefing following challenging situations

Let's Get Real

1. Working with people experiencing mental health and addiction needs

2. Working with Māori

3. Working with whānau

4. Working within communities

7. Maintaining professional and personal development 

Facilitated by Dr Chris Taua 

PhD, RN, BN, MN(Distinction), PGC(MH), CAdTch, FNZCMHN

Chris is a registered nurse by profession with a background in mental health. She has over 25 years' experience in health/disability sectors. Her education portfolio includes mental health, disability, ethics and boundaries, communication and de-escalation, collaborative note writing, and culturally safe practice. Her PhD explored the mental health inpatient experiences of people with intellectual disability and she continues to publish on this and other topics including cultural diversity/cultural safety. She is currently Director and primary Consultant for ‘Pumahara Consultants, Personal and Professional Development Specialists’ and holds an Honorary Senior Lecturer role with The University of Queensland as well as other teaching roles with Universities around New Zealand and Australia.

Workshop Type: Introductory | Workshop Level: Four | Catering: Refreshments and light lunch provided

Terms and Conditions

  • Cancellations made up to 10 working days before a workshop will incur a $39 service fee.

  • Cancellations (or non-attendance) made 10 working days or less will not be refunded and the full workshop fee will be charged. 

  • No fee applies if you are able to find a replacement participant.

  • MHERC reserves the right to cancel a workshop at any time due to unforeseen circumstances or insufficient registrations.

  • Only one person may view a webinar session per registration.

Please read our full Terms and Conditions before registering.

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