Delivery: Face-to-face | Duration: Three-hours | Level: Foundational
This interactive three-hour session will equip you with the skills and confidence to safely manage interactions with distressed, frustrated or aggressive individuals.
Through real-world example and group discussions, the session will explore three key areas:
- Self-management under pressure, including how the nervous system responds to conflict and the practical tools you can use to remain calm, composed, and deliberate, even when under a verbal attack or an emotional hurricane.
- Practical verbal de-escalation tools – evidence-based techniques that reduce tension and prevent escalation.
- Safety and escalation awareness, including how to recognise early signs of agitation, how to prevent further escalation, and the importance of prioritising your personal safety and the safety of others.
By the end of this session, you will feel more confident in your ability to de-escalate challenging situations and reduce the risk of escalation to physical harm.
Learning outcomes
By the end of this course, you will be able to:
- Recognise and regulate your own emotional responses in high-pressure situations
- Apply practical verbal de-escalation techniques to reduce conflict
- Identify early warning signs of agitation and potential escalation
- Demonstrate empathy while maintaining clear and respectful boundaries
- Use communication strategies to support safe, constructive outcomes
- Prioritise personal safety and the safety of others during challenging interactions
Who should attend?
This course is designed for frontline staff and anyone who regularly engages with the public, either face to face or over the phone.
Trainer: Andrew Viney (De-escalation Tasmania)
Andrew is the Principal Facilitator of De-escalation Tasmania, bringing a diverse career across healthcare, security, disability services and heavy industry. A former intensive care nurse, Andrew later worked extensively in the security sector, where he applied and refined practical de-escalation techniques in real-world situations. He now delivers training to government and private clients, helping build confidence in managing conflict. Andrew is also the founder of Advanced Tactical Self-Defence and a qualified martial arts instructor with experience in multiple disciplines.
Upcoming sessions
This workshop can also be delivered in-house and contextualised to meet the specific challenges and strategic priorities of your team or department. Please contact us to discuss tailored delivery options.