Conflict De-escalation Introduction

Key Information

Duration: Half Day (4 hours)

Maximum Attendees: 14

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

Price (excl GST)

$2299 Company Booking

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Learn the essential skills for 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.

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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 in healthcare setting

    1. Defining conflict
    2. Common Triggers
    3. Recognising changes in behaviour
  2. Communication Models and De-escalation

    1. Dynamic Risk Assessment
    2. Factors that impact
    3. Verbal and Non-verbal communication
    4. Communication and De-escalation models and strategies
    5. Distance, stance and positioning
    6. Disengagement techniques
  3. Dynamic Risk Assessment and Level Framework
    1. Policies and Procedures
    2. The Legal Framework and How it can support you
    3. Reporting incidents and getting support

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
  • Integration of optional unit standards into training programmes
    • Unit standards available, US27315, US22429, US26976, US9704, US31655, US548, US12355 

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.

Optional Additions

  • Optional Unit Standard Additions - Conflict De-escalation (Click to see more detail)








    Describe and implement strategies for de-escalating unwanted behaviour in an aged care, health, or disability context.




    Control and restrain others in specified situations in a security context




    Describe the use of enablers, restraints, and safe restraint practice in an aged care, health, or disability context




    Manage interpersonal conflict




    Recognise and manage interpersonal conflict in a construction related context




    Demonstrate Knowledge of the effects of alcohol and other drugs on self

    12355 2


    Describe Strategies for managing stress


How can we help?

Speak to us today about your needs and lets create a programme to meet your site requirements.

Students acquire the ability to recognise escalating behavior and the various stages of escalated individuals, employ proactive measures to mitigate conflict risk and implement effective conflict management strategies/

Training Programme Outcome Upon completion