Working with Angry and Challenging Clients 2021 - 16 March 2021 (On Demand)


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.


16 March 2021


  • What are some of the key reasons why people become angry, upset and violent?
  • What is an acceptable level of frustration and what is unacceptable anger?
  • You will learn a wide variety of different de-escalation techniques and strategies.
  • How should you manage threats of physical violence?
  • How you can design safety plans to keep staff safe in the event of an emergency?
  • Understand what can you manage yourself and when do you need to call the police. (Such as if a customer is in a drug induced state)
  • How you can support staff after an upsetting interaction?
  • What are your rights when it comes to self-defence?


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

  • On Demand Event
    Complete online in your own time (Self-paced)
    • $195.00 excl. GST

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Our webinars operate on a 'one-connection-one-fee' basis so you can have your whole team participate for one cost effective price and claim CPD points.


All registrants to a live webinar will automatically be sent a recording at the end of that week along with a full transcript of the webinar, regardless of whether you attended or not.

Sole practitioners

A discount on webinars is available for sole practitioners. Please contact us at NZ‑ to confirm eligibility.