Program Overview

An Introduction to Personal Safety & De-escalation

This course will provide participants with an introduction to violence and aggression, providing an overview of the importance of managing these occurrences in the workplace. Emphasis is placed on the importance of de-escalation and implementing preventive measures against incidents of violence and aggression.

Aim

To equip participants with the skills to identify and de-escalate potentially violent situations, encompassing aspects of customer care and diversity.

Key Content

By the end of this session, participants will be able to:

• Introduce key issues in the management of violence and aggression
• Increase awareness of personal safety
• Raise awareness of the meaning of the terms violence and aggression
• Gain an understanding of how behaviour escalates into a violent and/or aggressive situation
• Increase recognition of trigger factors which can lead to violent and/or aggressive behaviour
• Have an awareness of communication skills which can assist in diffusing violent and aggressive situations
• Increase awareness of cultural issues
• Raise awareness of the environment and work practices, the risks they can present, and how to mitigate them
• Manage violent and aggressive situations
• Raise awareness of worker support systems available within the organisation
• Raise awareness of the importance of reporting incidents of violence and aggression
• Increase awareness of the post-incident support debriefing

Suitability

Frontline and public-facing staff and anyone who may deal with abusive members of the public.

Facilitator

A member of the Health, Safety, and Wellbeing team

Cost

Free

Cancellation and Enrolment Information

6 weeks notice is required for a session to be organised

Document Control

• Version: 1.1
• Last Updated: Mar 2025
• Next Review: Mar 2028
• Owner:
• Approver: Associate Director, Health Safety & Wellbeing