Practical de-escalation techniques and ways to manage challenging behaviour
Across New Zealand more businesses are reporting an increase in aggressive and sometimes violent interactions with customers, clients or the general public. Employers have a legal obligation under the Health and Safety at Work Act 2015 to ensure their staff are safe from verbal and physical abuse. Therefore, it is vital that workplaces take evidence-based steps to address this.
Aggressive and violent behaviour can be very confronting and a significant challenge to manage. This webinar will look at what happens to our biology when we become upset, angry or aggressive. It will cover specific words and actions that you can use to effectively defuse a tense situation. Often saying “calm down” will only enrage a person further. A better way to de-escalate a person is to acknowledge what they are feeling by saying “It looks as if you have had a really tough day.” The webinar will cover a wide variety of de-escalation techniques as there is no one size that fits all.
This webinar will also look at safety planning and emergency procedures if you are unable to calm the person.
Everyone! This is suited to all businesses from accountants, lawyers, HR, teachers, construction, government workers, charities and many more.
Michael Hempseed, Author and Managing Director, Employee Solution Service
1.25 CPD Hours
