Course Summary
Aggression and violence in healthcare settings are a serious issue. An increasing number of healthcare workers, particularly nurses and frontline staff, are reporting exposure to a high prevalence of verbal and physical aggression.
De-escalation contributes to improved patient outcomes by addressing the emotional and psychological aspects of care, which are often just as important as the physical treatment provided. When patients feel heard, understood, and safe, they are more likely to be engaged in their treatment plan and adhere to medical advice, leading to better long-term health outcomes.
By employing specific de-escalation techniques healthcare professionals can take better control of their emotions, gain deeper understanding of their client and the situation, therefore preventing the escalation of volatile behaviour.
These techniques and knowledge not only enhance the safety of everyone, but they also reduce stress for patients, many of whom may already be dealing with anxiety or fear related to their health conditions. In turn, a calmer, more respectful atmosphere allows for more productive interactions between patients and providers, improving communication and ensuring that medical decisions are made with clarity and cooperation.
This course is for private group bookings only. If you are interested in having us deliver this training for your group please contact us using the form on the right.
Key information
1 Day
Workshop
$9,500AUD (inc GST)
per group
Suitable professions
Aboriginal and Torres Strait Islander Health Practitioner
Aboriginal and Torres Strait Islander Health Worker
Allied Health Workers
Enrolled Nurse
Frontline Admin Staff
General Practitioner
Practice Manager
Registered Nurse
Course details
Participants will develop competence to apply de-escalation techniques to manage aggressive and violent behaviour in the workplace.
The learning outcomes focus on understanding the importance of a safety-first approach, developing skills in using static and dynamic risk assessments to identify triggers and warning signs of aggressive behaviour, building confidence and competence in applying proven de-escalation strategies, and learning key techniques for responding to aggression.
The program targets people working in the Primary Healthcare setting and can include a blend of clinical and non-clinical roles.
The course is designed to meet the needs of a broad range of roles including:
- Aboriginal and Torres Strait Islander Health Practitioners
- Registered Nurse
- Enrolled Nurses
- General Practitioners
- Practice Managers
- Reception and frontline staff
The learning outcomes include:
- Recognising the psychological factors that drive escalation, and how the brain's threat response affects behaviour during conflict
- How to apply practical self-regulation and emotional self-management techniques
- Employing communication strategies to shift individuals from reactive, emotion-driven states to more rational, calm states through de-escalation practices
- Creating an environment that reduces triggers for escalation, ensuring patient and staff safety
- Balancing patient care and maintaining safety and policy management in the healthcare setting.
The program is designed to be delivered in two parts with a short non-mandatory eLearning module (approx 60 minutes) to prepare participants with a de-escalation framework and model of key skills to be applied in the workshop.
The eLearning is then complimented with a one day practical workshop.
The e-learning module is designed to prepare participants with a de-escalation framework and model of key skills to be applied in the workshop.
One day in-person workshop
The workshop is focused on building the necessary skills that underpin the de-escalation framework and then works on specific case studies relevant in the primary healthcare setting.
During the eLearning module, students will have an opportunity to reflect and document thoughts on practical activities.
Within the face-to-face workshop students will participate in case studies, scenarios and role-plays.
There is no formal assessment associated with this course.
De-escalation training is essential for all healthcare staff as it provides them with the skills to manage challenging situations, reduce the risk of violence, and ensure the safety of both patients and professionals.
In high-stress healthcare environments, patients may exhibit aggressive behaviour due to fear, pain, or confusion. De-escalation techniques enable staff to respond calmly and effectively, promoting a safer, more therapeutic atmosphere, improving communication, and enhancing overall patient care.
Students enrolled in Benchmarque Group courses should adhere to the following principles:
- Display a commitment to learning and to achieving success
- Be responsible and accountable for their own learning, behaviour and decisions
- Actively participate in all workshop activities and learning experiences
- Attend all scheduled sessions and be punctual at all times
- Complete all online assessments and workplace practice activities
- Work in harmony and respect the rights and opinions of staff and other students
- Treat others as they themselves would like to be treated
- Use acceptable language at all times.
Frequently asked questions (FAQs)
This is a program designed for all staff working in the primary healthcare setting including clinical and non-clinical staff.
A consistent, practise based approach delivers the best outcomes for de-escalating situations.
Our training team all have experience working with behaviours of concern and de-escalation and all come from a health background. Don't worry, they have seen this behaviour first hand and know what they are doing.
This workshop is delivered as face-to-face training. Informal assessment will be via observation of practical activity both individually and as part of group-work scenarios.
Unfortunately there will be role plays. Role plays can be slightly awkward but they play an important part in providing a safe way to practise real-life scenarios. Role play allows you to observe other people delivering skills and help to build confidence.
