De-escalation techniques for public servants
New Virtual De-escalation Workshops available
Training staff to use communication as a tool has proven effective in de-escalating aggressive behaviour. Most agencies already offer comprehensive training in this area for frontline staff, however feedback has suggested not all agencies have programmes available for all customer-facing staff in a controlled environment.
By partnering with the GHSL, WorkSafe Reps(external link) have developed a de-escalation techniques course for public sector agencies. It is targeted at call centre and other customer-facing staff across the sector who may not have completed training of this nature, or could benefit from refresher training. The workshop has been developed using public sector scenarios and content, including contributions from a number of agencies including MBIE, MPI, Corrections, MSD, Justice, and the PSA.
This online course is a 3.5 hour facilitated workshop run via zoom and will:
- Focus more on phone contact and general face to face encounters with customers in general everyday situations whether it be over the phone, at an office reception or regional office counter.
- Enable workers to recognise common physical signs and/or verbal cues that their customers are demonstrating such as frustration, agitation, anger or stress etc.
- Provide the worker with the understanding and knowledge on how to de-escalate the situation whilst working in a controlled environment.
- This training will not cover how workers in specialist roles deal with threats of physical violence, life threatening situations or identifying high risk individuals in uncontrolled environments. For example: Social workers going to meet clients, workers who are going to meet a member of the public around legal compliance procedures or meetings with high risk individuals in uncontrolled working environments.
Please see the attached course outline for further information.
To confirm your agency’s interest please email firstname.lastname@example.org or phone 0800 HS Lead, or contact Debbie Bridge or Anita McGhie-Filkins for more information.