Effective Communication to Manage Distress: De-escalation Techniques

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

Challenging situations can arise when individuals face heightened distress, anger, defensiveness, or agitation. The ability to calm and de-escalate these moments is an essential skill in many work environments. In this workshop, you'll gain greater confidence to navigate difficult interactions and learn valuable techniques to identify signs of escalation and respond effectively. We'll explore strategies to keep yourself and others safe while managing distress and aggression, learn practical approaches for maintaining self-control, and examine the importance of debriefing after a challenging interaction.

• Understand why people become angry or defensive.

• Learn how to recognise early warning signs.

• Examine the role communication plays in de-escalation.

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

• Gain confidence in managing distress and aggression and learn how to apply assertive techniques to help people regain control.

• Discuss the importance of debriefing following challenging situations.

Everyone who may encounter people experiencing heightened distress, agitation, or aggression in their work, including healthcare and support workers, customer service and security personnel, educators, and those working in housing, corrections, or emergency services.

Facilitator Dr Chris Taua PhD, RN, BN, MN(Dist), PGC(MH), CAdTch, FNZCMHN
Chris is an educational specialist and experienced mental health nurse with a strong focus on mental health, cultural safety, and disability advocacy. View full profile here.

“Chris was a great communicator, and it felt like a safe space to ask questions. Great info given that I can immediately use for my role.” - Receptionist

“Great opportunity for our team to reflect on and develop our communication skills when encountering tension, conflict, or distress in our interactions with client families.” - Clinical Supervisor

1. Working alongside tāngata whaiora  >
2. Working alongside tāngata whenua  >
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7. Maintaining learning and kamahi wellbeing  >

By registering online, you agree to our Terms and Conditions.

• MHERC may reschedule or cancel a workshop due to unforeseen circumstances or insufficient registrations. If this occurs, you may transfer to another date/workshop, receive a credit, or request a refund.
• Substitutions are free if you arrange a replacement participant.
• Cancellations more than 10 working days before a workshop will incur a $39 service fee; alternatively, we can transfer you to another date/workshop at no charge.
• Cancellations within 10 working days (or non-attendance) are non-refundable and charged in full. Transfers may be approved for extenuating circumstances and incur a $39 fee.