Safety 'n Action Safety 'n Action AXIOM TRAINING

Conflict De-escalation and Personal Restraint Introduction

Key Information

Duration: Full Day

Maximum Attendees: 14

Training available nationwide at your own workplace, our location or online

Price (excl GST)

$3499 Company Booking

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Learn the essential skills for personal restraint and conflict de-escalation

With increasing levels of aggressive and violent behavior towards frontline staff, we need to arm our people with valuable practical skills to both de-escalate potential conflict situations but also know the safest way forward when required to use personal restraint.

Safety 'n Action are backed by several years of practical in-person and online training delivered to the healthcare sector, construction, retail and general front-line services sectors.  Our training is backed by 20+ years of safety training delivery and is delivered by highly skilled training professionals.

Train online, in-person at our training centre or your workplace.

Please bring along your ID - We need to verify the identity of students in attendance, please bring your ID with you on the day of training.

Key Programme Content


  1. Introduction to conflict De-escalation

    1. Defining conflict
      • Gain an understanding of conflict and the ability to recognise different manifestations of conflict, including verbal and physical confrontations.
    2. Common Triggers
      • This section involves exploring the root causes, triggers, and common factors contributing to conflict escalation in healthcare, encompassing medical considerations, trauma-informed care, and privacy and confidentiality.
    3. Recognising changes in behaviour
      • This section encompass recognising the various stages of escalation, which include neutral, escalated, and violent phases, as well as acquiring the ability to detect alterations in both verbal and physical behaviors in individuals that could indicate the onset of conflict.
  2. Communication Models and De-escalation

    1. Dynamic Risk Assessment
      • develop the skill to dynamically assess risk levels throughout conflicts and acquire the capacity to gather real-time information to make informed decisions.
    2. Factors that impact
      • analyze the impact of personal and environmental factors on conflict dynamics, while also comprehending how these elements influence conflict management strategies.
    3. Verbal and Non-verbal communication
      • This section encompass identifying and mitigating barriers to communication, examining the application of Active Listening as a de-escalation tool, and delving into the role of effective communication, encompassing elements such as body language, tone, pace, volume, and language choice, in both conflict prevention and resolution.
    4. Communication and De-escalation models and strategies
      • Here you will learn the skills of distinguishing between factual information and emotional responses. It further delves into the art of diffusing tense situations by employing effective communication techniques, including active listening, body language, tone modulation, volume control, and language selection. Additionally, participants will be introduced to established communication and de-escalation models to enhance their conflict resolution capabilities.
    5. Distance, stance and positioning
      • This learning module focuses on teaching optimal techniques for personal safety, including appropriate distance, stance, and positioning. Participants will also learn strategies to ensure a secure physical presence in various situations.
    6. Disengagement techniques
      • Learn safe and effective disengagement techniques, along with the critical knowledge of when and how to remove oneself physically from potential harm for enhanced personal safety.
  3. Dynamic Risk Assessment and Level Framework
    1. Policies and Procedures
      • This module delves into the examination of organisational policies and procedures concerning conflict de-escalation, emphasizing the critical aspect of aligning these practices with both institutional and national guidelines to maintain compliance.
    2. The Legal Framework and How it can support you
      • This module focuses on clarifying the legal framework that governs conflict situations and demonstrates how a comprehensive understanding of legal considerations can be a valuable tool in effectively managing conflicts.
    3. Reporting incidents and getting support
      • Here we underscore the significance of timely and accurate incident reporting while also identifying the support resources accessible to healthcare professionals (we can tailor these resources to the industry you are working in).
  4. Safe Personal Restraint
    1. Understand and apply safe personal restraint techniques
      • This training aims to enable participants to identify and understand various safe person restraint techniques, explore the criteria for their use, assess patient needs for these techniques, and effectively plan and apply them in healthcare settings through roleplays. Additionally, participants will learn about the process for discontinuing the use of personal restraint.


Wrap-around support to kaimahi

  • Certificate of Completion
  • Digital or hard-copy De-escalation manual
  • 24/7 customer care support
  • The ability to Adapt the training content for regional or cultural needs as required

Entry Criteria:

All students are required to have a level of written and oral English equivalent to NCEA level 1 (year 11) or IELTS 5.5 or higher, to be eligible to attend our courses. The person responsible for making bookings or authorising attendance on the course must agree to these Terms and Conditions prior to acceptance of their student(s) onto the course. Where a student does not meet our English language requirement a reader/writer must be supplied by the student or the person responsible for authorising the student’s attendance. The reader/writer cannot be another student attending the same course.

Students acquire the ability to recognise escalating behavior and the various stages of escalated individuals, employ proactive measures to mitigate conflict risk, implement effective conflict management strategies, and safely apply personal restraint techniques.

Training Programme Outcome