De-escalation & OVA Training Australia | AGKK

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WORKPLACE DE-ESCALATION AND OCCUPATIONAL VIOLENCE & AGGRESSION TRAINING ACROSS AUSTRALIA

By Bernie Haughey
Founder and Chief Instructor | AGKK De-escalation and Self Defence Training

Workplace de-escalation training helps staff prepare for difficult interactions before tension becomes a safety concern. For workplaces, businesses and organisations across Australia, practical occupational violence and aggression training can support clearer communication, earlier recognition of risk and more considered responses.

A customer raises their voice. A visitor moves closer after being asked to wait. A worker feels uneasy about entering a property. These situations require judgement as well as communication skills. Staff need to understand what they can say, when to seek assistance and when to step away.

AGKK Occupational Violence and Aggression (OVA) Training equips staff and all workers with the skills to prevent, identify, assess, and safely respond to workplace violence, aggression, threats, and challenging behaviours. Through practical de-escalation techniques, conflict management strategies, and risk assessment processes, OVA training helps create safer workplaces, protects staff wellbeing, and supports compliance with workplace health and safety requirements.

CONTACT US
Advanced discussions and bookings are recommended.
Phone Bernie anytime on 0409 474 494 to discuss your staff, location and preferred dates, and take the next step towards securing de‑escalation and Occupational Violence and Aggression (OVA) training for your workplace.
Discuss your training needs and preferred dates
High demand across Australia
Discuss & secure your preferred training date/s now and enhance safety and wellbeing
ADVANCED DISCUSSSIONS & BOOKINGS RECOMMENDED
Enquire about tailored staff training

“AGKK provides tailored de-escalation and occupational violence and aggression (OVA) training across Australia that has transformed how our team manages challenging situations.

Their custom-made, practical workshops are designed specifically for our workplace risks rather than generic theory. Staff now recognise early warning signs, use proven communication techniques, and feel far more confident handling aggressive behaviour safely.

Delivered on-site Australia-wide by highly experienced trainers, AGKK’s de-escalation and OVA training has strengthened our workplace safety culture, reduced risk, and given our people real skills they use every day. Highly recommended for any organisation serious about enhancing best practices for occupational violence and aggression prevention training.”

Michael Pashley
Workplace Health and Safety Advisor, Australian Red Cross

AGKK practical staff de-escalation training through planning, preparation, prevention and protective approaches.
AGKK practical staff de-escalation training through planning, preparation, prevention and protective approaches.

Occupational Violence and Aggression (OVA) training tailored to your workplace

Plan your workplace training early

CONTACT US
Advanced discussions and bookings are recommended.
Phone Bernie anytime on 0409 474 494 to discuss your staff, location and preferred dates, and take the next step towards securing de‑escalation and Occupational Violence and Aggression (OVA) training for your workplace.
Discuss your training needs and preferred dates
Advanced discussions and bookings recommended to secure your de‑escalation and Occupational Violence and Aggression (OVA) training.
Enquire about tailored staff training

AGKK provides practical de-escalation training and Occupational Violence and Aggression (OVA) training programs and courses for staff in workplaces across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart, Darwin and regional and remote communities. Each program is custom-made for your organisation and supports staff in healthcare, aged care, disability and NDIS services, education, government, councils, retail, hospitality, security and community services. Through scenario-based learning, participants build skills in recognising early warning signs, assessing risk, communicating calmly, setting boundaries, managing challenging behaviors and safely disengaging from threatening situations. Drawing on more than three decades of frontline training experience, AGKK combines conflict management, personal safety and practical Self Defence in a proactive, person-centered approach to staff safety and confidence. Phone Bernie on 0409 474 494 to discuss customised de-escalation and OVA training, plan your workplace program and secure your preferred training dates.

WHAT IS OCCUPATIONAL VIOLENCE AND AGGRESSION?

Occupational violence and aggression, often called OVA, can include abuse, threats, intimidation and physical assault connected with work. It may occur during face-to-face interactions, over the telephone or online. The effects can continue after the interaction has ended, making staff wellbeing and follow-up important parts of the response.

AGKK Occupational Violence and Aggression Training teaches staff how to prevent, manage, and de-escalate workplace violence while improving safety and compliance.

AGKK DE-ESCALATION TRAINING reduces violence and aggression, educating staff and creating a culture of safety.
AGKK DE-ESCALATION TRAINING reduces violence and aggression, educating staff and creating a culture of safety.

Recognising warning signs

Pay attention to changes in behaviour and the surrounding environment. A person may speak more loudly, repeat demands, make threats, move into someone’s personal space or interfere with access to an exit. Consider what has changed, how quickly it is changing and what support is available.

One behaviour alone does not reliably predict violence. Distress, communication differences and disability can affect how someone presents. Assess the context and observable actions without making assumptions about a person’s background or appearance.

AGKK provides customised de‑escalation and Occupational Violence and Aggression (OVA) training for staff in workplaces throughout Australia.

Awareness begins before the conversation

Know how to contact a colleague, where to move if you need space and how to activate workplace assistance. For home visits or lone work, preparation may also include reviewing known concerns, confirming check-in arrangements and reassessing whether it is safe to continue.

AGKK training through de-escalation discussion, an outdoor demonstration beside a vehicle, group practice and workplace role-play.
AGKK training through de-escalation discussion, an outdoor demonstration beside a vehicle, group practice and workplace role-play.

AGKK offers tailored de‑escalation and OVA training Australia‑wide for all workplaces.

Discuss the situations your staff face

CONTACT US

Discuss the workplace aggression or violence situations your staff face

Start with a conversation about your workplace risks and desired outcomes.
Contact Bernie on 0409 474 494 to discuss and plan relevant de-escalation and occupational violence prevention training.
Early discussion allows time to tailor the program and arrange suitable dates.
Enquire about tailored staff training

Use calm communication and clear boundaries

Verbal de-escalation involves listening, using clear language and offering realistic options. Keep your tone steady, allow time for the person to respond and avoid arguing about every detail. Acknowledging frustration does not require agreeing to an unsafe or unreasonable demand.

Staff can practise phrases such as:

  • “I can hear that this has been frustrating. Let’s look at what I can do.”
  • “I can explain the options available to you.”
  • “I want to help. I need you to step back so we have some space.”

Choose language that fits the situation and your role. If behaviour becomes threatening, safety takes priority over completing the conversation. De-escalation cannot guarantee that another person will cooperate.

“We engaged AGKK to deliver occupational violence and aggression (OVA) training for our frontline staff in Cairns. Bernie tailored every training scenario to the situations our people face, rather than running a generic program. The de-escalation techniques were practical and easy to remember, and they were grounded in Queensland legal requirements and safe work Australia best practice recommendations. Within weeks, staff told us they felt more confident handling occupational violence and aggression that they can face each day on the wharfs. I highly recommend AGKK to any organisation in Australia looking for de-escalation and occupational violence and aggression training that delivers real results."

Paul Tongue
Workplace Health and Safety Advisor
Ports North Cairns

AGKK practical de-escalation training across Australia job-specific de-escalation training increasing staff confidence and best practice solutions.
AGKK practical de-escalation training across Australia job-specific de-escalation training increasing staff confidence and best practice solutions.

Practising phone de-escalation

Phone conversations remove many visual cues. Staff can practise listening without interrupting, summarising the concern, explaining available options and setting boundaries around abusive language. Agree on when to transfer or end a call and how to report threats under your workplace procedures.

AGKK de-escalation training simulated telephone conversation during a staff workshop, with the Australian Red Cross.
AGKK de-escalation training simulated telephone conversation during a staff workshop, with the Australian Red Cross.

AGKK DELIVERS TAILORED DE‑ESCALATION AND OCCUPATIONAL VIOLENCE AND AGGRESSION (OVA) TRAINING TO WORKPLACES ACROSS AUSTRALIA

Maintain personal space and know when to withdraw

Consider your position, access to exits and whether other people are becoming involved. Avoid crowding the person or allowing a conversation to draw you into an isolated area. If you cannot maintain safety, follow your organisation’s procedures for withdrawal, assistance and emergency response.

Personal safety training should help staff recognise the limits of their role. Remaining in a dangerous interaction to prove a point or finish a task can expose people to further harm.

Enhance workplace safety and staff capability with our practical AGKK hand‑positioning training, designed to strengthen self-defense skills, improve de‑escalation techniques and build confident, calm responses to occupational violence and aggression.

This highly effective, hands‑on training helps employees understand safe positioning, protective stances and controlled movements that reduce risk during challenging interactions. Delivered Australia‑wide, our AGKK programs support organisations seeking proven strategies to prevent incidents, protect staff, improve communication and create safer, more resilient workplaces.

Workplace role play and practical safety skills
Workplace role play and practical safety skills

Arrange a workshop for your team

Practise safer communication and disengagement

Would your team benefit from practising safer communication, boundaries and disengagement? CONTACT US

Phone Bernie anytime on 0409 474 494 to discuss a suitable workshop.

Advanced discussions and bookings are recommended to help secure your preferred de‑escalation and Occupational Violence and Aggression (OVA) training date and allow time for preparation.

Check availability for your workplace workshop

AGKK PROVIDES TAILORED DE-ESCALATION AND OCCUPATIONAL VIOLENCE AND AGGRESSION (OVA) TRAINING FOR THE FOLLOWING INDUSTRIES: –

Healthcare (Hospitals, Clinics, Mental Health, Emergency Departments)

Specialised healthcare de‑escalation and OVA training courses that help clinical staff prevent, manage and reduce patient‑related aggression while improving safety, communication and confidence.

Education (Schools, TAFEs, Universities)

Evidence‑based de‑escalation and OVA training for teachers, school staff and education professionals to safely manage challenging behaviours, reduce incidents and strengthen whole‑school safety.

Retail (Supermarkets, Stores, Customer‑facing environments)

Practical retail de‑escalation and OVA training that equips staff to handle aggressive customers, prevent conflict, improve safety and maintain positive customer interactions.

Disability Support (NDIS, community services, residential care)

NDIS‑aligned de‑escalation and OVA training designed for disability support workers to safely manage behaviours of concern, reduce risk and enhance client and staff wellbeing.

Aged Care (Residential facilities, home care, dementia care)

Aged‑care‑specific de‑escalation and OVA training that helps staff prevent and manage aggression, improve communication and create safer environments for residents and carers.

Government (Local, state, federal departments, frontline services)

Comprehensive government‑sector de‑escalation and OVA training to strengthen staff capability, reduce workplace aggression, support compliance and improve public‑facing safety outcomes.

“AGKK Occupational Violence and Aggression Training is designed to help employees recognise warning signs, manage challenging behaviours, and respond effectively to workplace violence and aggression. The training focuses on de-escalation skills, personal safety, conflict resolution, and risk management, empowering staff to maintain safe, respectful, and productive workplaces across all industries examples include healthcare, education, retail, security, and community service sectors.”

Workplace self defence and safe disengagement

Workplace self-defence training can complement prevention and communication by addressing situations where staff need to protect themselves and get away. The emphasis should be on practical safety, creating an opportunity to disengage and reaching assistance.

Physical activities need to suit participants’ abilities, workplace roles and organisational procedures. Staff should not be expected to physically manage a person simply because they have attended a workshop.

A staff member and instructor practice Self Defence with raised open hands while colleagues observe.
A staff member and instructor practice Self Defence with raised open hands while colleagues observe.

Practising decisions through realistic scenarios

Scenario-based training gives staff an opportunity to rehearse choices in a supported setting. A useful scenario might involve a reception complaint, an escalating phone call or an unexpected person at a home visit. Participants can practise noticing changes, choosing words, requesting support and deciding when to stop the interaction.

Lead the instructor through a practical hand‑positioning activity designed to boost staff safety, strengthen AGKK Self Defence skills, enhance de‑escalation capability and increase workplace confidence.
Lead the instructor through a practical hand‑positioning activity designed to boost staff safety, strengthen AGKK Self Defence skills, enhance de‑escalation capability and increase workplace confidence.

Support staff after an occupational violence and aggression incident

Once immediate safety has been addressed, follow workplace reporting and support procedures. Record what happened, identify any injuries or support needs and review whether arrangements need to change. Staff feedback can help identify recurring concerns and gaps in the response.

Training is one part of occupational violence prevention. It works alongside suitable staffing, workplace design, communication systems, supervision and emergency arrangements. Safe Work Australia provides guidance on identifying, assessing and controlling workplace violence and aggression risks, including consultation with workers.

Safe Work Australia guidance on managing workplace violence and aggression risks

AGKK De-escalation training and occupational violence and aggression (OVA) training programs and courses for staff in workplaces across Australia we improve staff safety, wellbeing in supportive de-escalation training education.
AGKK De-escalation training and occupational violence and aggression (OVA) training programs and courses for staff in workplaces across Australia we improve staff safety, wellbeing in supportive de-escalation training education.

Training locations and workplace needs

AGKK offers de-escalation, occupational violence prevention and self-defence training for workplaces and businesses of all sizes across Australia. Programs are tailored to staff and employee roles, the work environment and the situations your team encounters.

Training is available across all states and territories: New South Wales, Victoria, Queensland, Western Australia, South Australia, Tasmania, the Australian Capital Territory and the Northern Territory. This includes capital cities, suburbs and regional, rural and remote communities. Discuss your location, venue, travel and delivery arrangements with Bernie when planning your program.

Programs can be developed for healthcare, aged care, disability and community services, education, government, councils, retail, hospitality, transport, security, construction, manufacturing and other industries. Training can include employees, frontline staff, supervisors, managers, business owners, contractors, volunteers and lone workers, according to their roles and needs.

Our A.D.S. approach brings together Awareness, De-escalation and Safety. Depending on your needs, a program can include situational awareness, verbal communication, boundary setting, phone de-escalation, safe disengagement and practical self-defence skills.

Australian Red Cross staff seated in a circle during an interactive AGKK de-escalation workshop.
Practical hand‑positioning training to improve staff safety, AGKK self-defense skills, workplace de‑escalation and employee confidence.

Plan your training with AGKK

Secure your preferred training dates

CONTACT US

Planning training anywhere in Australia?

Contact Bernie early to discuss your location, group size, delivery arrangements and learning priorities.

Phone Bernie anytime on 0409 474 494 or submit an enquiry to check availability and arrange your booking.

Start your Australia wide training enquiry

Advanced discussions and bookings recommended to secure your de‑escalation and Occupational Violence and Aggression (OVA) training.

COMMON QUESTIONS ABOUT OUR AGKK WORKPLACE DE‑ESCALATION AND OCCUPATIONAL VIOLENCE AND AGGRESSION (OVA) TRAINING ACROSS AUSTRALIA

WHO CAN BENEFIT FROM OCCUPATIONAL VIOLENCE AND AGGRESSION TRAINING (OVA TRAINING)?

Staff and employees in any industry may benefit where their work involves conflict or aggression risks. Training content is matched to the duties and needs of the team, including managers, business owners, contractors, volunteers and lone workers.

CAN OCCUPATIONAL VIOLENCE AND AGGRESSION TRAINING BE DELIVERED AT OUR WORKPLACE?

Yes. AGKK is based in Brisbane and offers training Australia wide, including metropolitan, regional, rural and remote locations. Contact Bernie on 0409474 494 to discuss on-site training, your group, accessibility needs, venue and travel arrangements.

DO STAFF NEED PRIOR DE-ESCALATION TRAINING EXPERIENCE?

No previous de-escalation training experience is needed. Discuss participants’ abilities and support needs when planning the session so activities can be adapted appropriately.

Discuss your occupational violence and aggression and de-escalation training needs with Bernie Phone 0409 474 494

Bernie Haughey brings more than 30 years of experience in de-escalation and self-defence education. Contact Bernie to discuss tailored training for your workplace, business, staff and employees anywhere in Australia.

Advance discussions and bookings are recommended to help secure your preferred dates. Share your workplace concerns, staff numbers and location so we can discuss a suitable program and confirm the arrangements needed to secure your training booking.

Phone 0409 474 494
Advanced discussions and bookings recommended to secure your de‑escalation and Occupational Violence and Aggression (OVA) training.

Enquire about AGKK workplace training

AGKK De‑escalation, OVA and Self Defence Training featuring founder Bernie Haughey AGKK prides proactive solutions, interactive educational training, and practical skills to improve workplace safety and wellbeing. AGKK provides programs and courses in de‑escalation, occupational violence and aggression (OVA), and Self Defence training programs delivered across Australia, we empower and educate staff with professional best practice procedures and instruction.
AGKK De‑escalation, OVA and Self Defence Training featuring founder Bernie Haughey AGKK prides proactive solutions, interactive educational training, and practical skills to improve workplace safety and wellbeing. AGKK provides programs and courses in de‑escalation, occupational violence and aggression (OVA), and Self Defence training programs delivered across Australia, we empower and educate staff with professional best practice procedures and instruction.

CALL NOW TO GET STARTED – CONTACT BERNIE ANYTIME
Speak directly with Bernie on 0409 474 494 or use this Online Booking Form
High demand across Australia
Secure your preferred training date/s now and enhance safety and wellbeing
ADVANCED DISCUSSSIONS & BOOKINGS RECOMMENDED