An Introduction to Personal Safety & De-escalation
This session supports participants to understand behaviour that can escalate into aggression, and provides practical strategies for early recognition, de-escalation, and safe management of challenging situations.
Aim
To equip participants with the skills to identify and de-escalate potentially violent situations, encompassing aspects of customer care and diversity.
Key content
- To introduce key issues in the management of violence and aggression
- To increase awareness of personal safety
- To raise awareness of the meaning of the terms violence and aggression
- To gain an understanding of how behaviour escalates into a violent and/or aggressive situation
- To increase recognition of trigger factors which can lead to violent and/or aggressive behaviour
- To have an awareness of communication skills which can assist in diffusing violent and aggressive situations
- Increase awareness of cultural issues
- To raise awareness of the environment and work practices, the risks they can present and how to mitigate them
- How to manage violent and aggressive situations
- To raise awareness of worker support systems available within the organisation
- To raise awareness of the importance of reporting incidents of violence and aggression
- To 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
Send an email to UoA HSW team at hsw@auckland.ac.nz with some date/time options to get a session organised. 6 weeks’ notice is required for a session to be organised.
Note that this training is only available for employees of the University of Auckland.
Document Control
Version: 1.1
Last Updated: Mar 2025
Next Review: Mar 2028
Owner: hsw@auckland.ac.nz
Approver: Associate Director, Health Safety & Wellbeing