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Course Duration: 1 day

De-escalating Conflict and Aggression

Prevent violence and defuse volatile situations

How we respond to a potential crisis can make the difference between smooth resolution and an emergency situation. This introductory course provides de-escalation tools and techniques for participants to respond appropriately to threatening, violent or aggressive behaviour.

Course Detail

Conflict is an inevitable part of dealing with people and we will all encounter an aggressive customer or agitated colleague at some time.

How we respond to a potential crisis can make the difference between smooth resolution and an emergency situation.

This popular course provides tools and techniques to empower participants to respond appropriately to threatening, violent, aggressive and other unexpected or inappropriate behaviour.

While this course may be valuable for people from any walk of life, it is particularly valuable for those working in customer service or public facing roles, along with anyone in human services or working in a high-pressure environment.

This popular course is also offered as an abridged half-day online version. Details of the topics to be covered in a half day will appear on the event booking site when offered in our public training calendar.

Topics include

  • Causes and triggers
  • Preventing violence
  • Responding to emergencies
  • Stages of escalation
  • Self-awareness and calming
  • The role of body language
  • Defusing skills

This course includes

  • Engaging, up-to-date materials.
  • Take-home resource package.
  • All day catering and beverages - with dietary needs catered for.
  • Certificate of attendance.

Online course includes

  • Engaging, up-to-date materials.
  • Resource package provided in advance to print or access electronically.
  • Certificate of attendance.
•Government •Community •Healthcare •Commercial •Education

Innovative professional development and community education training services

Group Bookings

Need this course, or something similar, for your team? We have separate group pricing for custom training.

Instead of attending a public course, it can be more cost-effective if we run this course for your team at your premises on a date of your choosing.

Contact us to discuss your specific needs & to obtain a quote.

Looking for something else?

Search our entire training catalogue to find what you need.

Upcoming Course Dates

Please take note of our training course refund terms & conditions.

Public training PRICES 2024

Our scheduled public training courses are held at our venue and include take-home course materials and all-day catering.

Price per person:

One-day courses: $315 Standard | $215 NFP | $145 Concession

Two-day courses: $540 Standard | $370 NFP | $250 Concession

Half-day courses: $190 Standard | $130 NFP | $85 Concession

  • Standard: Corporate and Government
  • NFP: Staff of non-profit organisations, micro-businesses with less than 5 staff and self-funded waged individuals
  • Concession: Concession Card Holders paying as individuals

 SCHOLARSHIPS FOR PUBLIC TRAINING

We offer a small number of scholarships to those who would otherwise be unable to afford to attend. Scholarship recipients pay a nominal fee toward catering and materials ($25 half day | $45 one day | $90 two days). Links to apply for scholarships are shown in individual events when available.

Discover More That We can Do For You

Download our Course Catalogue 2024 to see brief descriptions of courses.

Our Professional Development Courses for Community Services & Healthcare Organisations 2024 brochure contains information about courses to suit community services and healthcare organisations.

Download our Professional Development Courses for Corporate and Government Organisations 2024 brochure for more information on courses to suit corporate and government bodies.

CUSTOM training PRICES 2024

Custom courses for your organisation are suitable for groups of 6 to 24 people and include quality take-home materials and content customisation.

Price per group from:

One-day courses: $2400 Standard | $1900 NFP

Two-day courses: $4800 Standard | $3800 NFP

Half-day courses: $1500 Standard | $1250 NFP

Contact us for a personalised quote.

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