DE-ESCALATION TRAINING AUSTRALIA

PRACTICAL, CUSTOM-MADE DE-ESCALATION AND OCCUPATIONAL VIOLENCE & AGGRESSION (OVA) TRAINING FOR STAFF CAN BE DELIVERED FACE-TO-FACE AND LIVE VIRTUAL TRAINING ACROSS AUSTRALIA

AGKK De-escalation Training delivers practical, interactive de-escalation training in Australia for organisations whose staff deal with frustrated, distressed, aggressive or unpredictable people. Every program is custom-made around your workplace, your people and the real situations your team faces; not generic theory.

Led by founder Bernie Haughey B.Ed., with more than 30 years of frontline training experience, our training equips staff to recognise early warning signs, communicate calmly under pressure, defuse conflict before it becomes physical and disengage safely when required.

FACE-TO-FACE AND LIVE VIRTUAL DE-ESCALATION TRAINING

CALL NOW TO GET STARTED

YOU ARE WELCOME TO CONTACT BERNIE ANYTIME
Speak directly with Bernie on
0409 474 494 or use this Send a booking enquiry

High demand across Australia
Secure your preferred training date/s now and enhance safety and wellbeing
ADVANCED DISCUSSIONS & BOOKINGS RECOMMENDED

Tell us what you hope to achieve, and we can discuss a suitable program.

Build Staff Confidence & Wellbeing. Strengthen Staff Awareness Procedures.

Develop staff best practice practical skills for a safer everyday work life.

WHAT MAKES AGKK DE-ESCALATION TRAINING UNIQUE?

EVERY PROGRAM IS CUSTOM-MADE – NEVER GENERIC.

Bernie designs each session around the real situations your staff actually face, wherever those interactions happen: face-to-face at a front counter or reception desk, over the phone, in the office, out in the field or during home visits, or online through email, live chat and video calls. Staff practise realistic, workplace-specific scenarios that mirror their day-to-day work, so they can apply their skills with confidence the very next time they are on the job.

AGKK training is also multi-level, so it can be matched to the level of risk your staff face. Programs can begin with awareness and verbal de-escalation, then build up to safe disengagement and breakaway training and practical self defence training for staff where a role carries a higher risk of physical aggression. This gives your team one clear, consistent approach; from the first sign of tension through to protecting their personal safety.

Bernie Haughey delivering tailored, practical AGKK de-escalation training through an interactive staff workshop. With decades of training experience, Bernie helps teams develop calm communication, recognise escalating behaviour, set boundaries and respond safely to workplace conflict. Customised de-escalation and occupational violence and aggression (OVA) training addresses interactions in person, over the phone and online. Available across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin, workshops support staff confidence, consistent responses, safety and wellbeing.

AGKK De-escalation Training in across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin. provides practical, scenario-based training to help staff manage aggressive behaviour, challenging phone calls and workplace conflict. Led by Bernie Haughey, tailored workshops build skills in calm communication, boundary setting, situational awareness and safe disengagement. Occupational violence and aggression (OVA) training for customer service teams, security personnel and organisations across Brisbane and Australia educate, equip and empower your team.

Founder and Chief Instructor of AGKK, delivering practical de-escalation training to a group in an outdoor setting. AGKK provides tailored de-escalation training in Alice Springs. De-escalation training available across Australia; including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin. The de-escalation training helping staff and managers develop situational awareness, calm communication, conflict management and safe disengagement skills. Scenario-based workshops help staff respond to occupational violence and aggression (OVA), supporting confidence, workplace safety and wellbeing.

De-escalation training sits at the heart of our wider Occupational Violence and Aggression (OVA) training and occupational violence prevention training, helping Australian organisations protect staff, meet their Work Health and Safety (WHS) obligations and build a safer, more confident workplace culture.

AGKK Founder and Chief Instructor Bernie Haughey delivering interactive de-escalation training through group workshops, practical demonstrations and realistic workplace scenarios. Available in Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin and across all of Australia, our customised de-escalation and occupational violence and aggression (OVA) training develops calm communication, conflict management, situational awareness and safe disengagement skills. Training helps equip staff to manage challenging situations while supporting workplace safety, confidence and psychological wellbeing. Bernie delivering face-to-face de-escalation training to workplace staff. — AGKK Founder and Chief Instructor Bernie Haughey delivering interactive de-escalation training through group workshops, practical demonstrations and realistic workplace scenarios. Available in Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin and across all of Australia, our customised de-escalation and occupational violence and aggression (OVA) training develops calm communication, conflict management, situational awareness and safe disengagement skills. Training helps equip staff to manage challenging situations while supporting workplace safety, confidence and psychological wellbeing.
Bernie delivering face-to-face de-escalation training to workplace staff.

CONTACT BERNIE ANYTIME
Speak directly with Bernie on 0409 474 494 or use the Online Booking Form
Training is delivered throughout Australia and preferred dates fill quickly.
ADVANCED DISCUSSIONS & BOOKINGS RECOMMENDED

AGKK provides customised de-escalation training across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin helping businesses, organisations and individuals manage conflict and respond to aggressive behaviour. Featuring a practical staff training demonstration with Founder and Chief Instructor Bernie Haughey, this highlights occupational violence and aggression (OVA) training, phone and online de-escalation, and safe disengagement strategies. Tailored, scenario-based workshops build communication skills and support staff confidence, safety and wellbeing; equip, empower and educate.

Practical De-escalation Training That Works in the Real World

Workplace aggression, occupational violence and high-risk interactions are increasing across Australia. Healthcare workers, teachers, council officers, retail teams, customer service staff and security personnel are all facing more challenging behaviour than ever before.

Organisations can no longer rely on slide-based, theory-heavy courses. Staff need practical, proven de-escalation strategies they can use under pressure and the confidence that only comes from practising them.

“I don’t deliver generic training – I deliver tailored, practical strategies backed by proven, evidence-based results.”

– Bernie Haughey, Founder & Chief Instructor

Bernie Haughey delivering a tailored AGKK de-escalation training workshop, with a presentation on awareness, de-escalation and safety. Available in including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin and across all of Australia, AGKK provides customised workplace de-escalation and occupational violence and aggression (OVA) training. Interactive sessions help staff develop calm communication, recognise warning signs, set clear boundaries and respond safely to challenging behaviour; building confidence and supporting workplace safety and wellbeing.

WHAT IS DE-ESCALATION TRAINING?

De-escalation training teaches staff how to recognise the early signs of rising tension and respond in a way that lowers, rather than raises, the emotional temperature of an interaction. It combines behavioural awareness, verbal and non-verbal communication, emotional self-control and safe disengagement, so a heightened person can be guided back to a calmer state before a situation becomes unsafe.

Good de-escalation is like adding water on a fire, not fuel on a fire. The goal is always to reduce risk and protect everyone involved, the person who is escalated, the staff member responding and anyone else nearby.

AGKK workplace role plays with staff demonstrating de-escalation communication with staff participation as staff observe in an industrial workplace in Melbourne with best practices when de-escalating workplace aggression. De-escalation training available across Australia; including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin.

WHY DE-ESCALATION TRAINING MATTERS FOR AUSTRALIAN WORKPLACES

Long waiting times, refused requests, financial stress, complaints, mental health concerns, alcohol and drugs, and unmet expectations can all turn an ordinary interaction into a confrontation. While most interactions are positive, some escalate quickly into verbal abuse, threats or physical violence.

Bernie Haughey demonstrating practical de-escalation communication with a workshop staff member in front of other employees. AGKK delivers job-specific de-escalation training across Australia including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin, helping staff manage challenging behaviour, recognise escalating aggression and respond safely to workplace conflict. Customised occupational violence and aggression (OVA) workshops develop calm communication, boundary setting and violence prevention strategies, supporting staff confidence, competence, safety and wellbeing.

UNDER AUSTRALIAN WORK HEALTH AND SAFETY LAWS, WORK-RELATED VIOLENCE AND AGGRESSION IS RECOGNISED AS A PSYCHOSOCIAL HAZARD

AGKK DE-ESCALATION TRAINING SUPPORTS BUSINNESSES AND YOUR STAFF

Employers (PCBUs) have a positive duty to identify, assess and control that risk so far as is reasonably practicable; not simply respond after an incident. Codes of Practice for managing psychosocial hazards now apply across most states and territories.

Regular, documented, practical de-escalation training is one of the clearest ways an organisation can show it is managing this risk, while delivering real benefits:

Improved staff safety, confidence and wellbeing
Fewer and less severe occupational violence incidents
Reduced stress, anxiety and burnout
Better customer, client, patient and community experiences
A stronger, more consistent workplace safety culture

Staff role-playing verbal de-escalation with a frustrated customer. AGKK occupational violence and aggression (OVA) de-escalation training across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin, tailored to your staff, workplace and customer interactions. This poster illustrates a customer service confrontation and introduces our A.D.S. methodology: Awareness, De-escalation and Safety. Led by Bernie Haughey, practical training helps staff recognise behavioural warning signs, use calm communication, set boundaries and maintain safe exit options when managing aggression in person, over the phone or online. — Staff role-playing verbal de-escalation with a frustrated customer.
AGKK occupational violence and aggression (OVA) de-escalation training across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin, tailored to your staff, workplace and customer interactions. This poster illustrates a customer service confrontation and introduces our A.D.S. methodology: Awareness, De-escalation and Safety. Led by Bernie Haughey, practical training helps staff recognise behavioural warning signs, use calm communication, set boundaries and maintain safe exit options when managing aggression in person, over the phone or online.

For practical, scenario-based de-escalation workplace safety programs delivered by an instructor with over 30 years of frontline experience, explore AGKK’s de-escalation and OVA training across Australia

The AGKK DE-ESCALATION TRAINING A.D.S. Methodology:

Awareness • De-escalation • Safety & Wellbeing

All AGKK training is built on our structured A.D.S. Methodology: a clear, repeatable framework that gives staff something concrete to fall back on under pressure, rather than relying on instinct alone.

1. Awareness

Situational awareness and environmental scanning
Baseline behaviour and early behavioural escalation indicators
Triggers, stressors and contributing factors
Dynamic assessment of changing risk
Proxemics, positioning, personal space and exit awareness

2. De-escalation

Calm, respectful and purposeful communication
Active listening and tactical empathy
Verbal and non-verbal communication
Professional boundaries and clear expectations
Reducing emotion rather than winning an argument
Managing verbal abuse and difficult conversations

3. Safety & Wellbeing

Safe positioning and maintaining appropriate distance
Exit strategies and safe disengagement
Personal safety and protective behaviours when verbal strategies are no longer effective
Incident reporting and organisational learning
Post-incident support, debriefing and staff wellbeing

The A.D.S. Methodology is supported by the Take Five technique for in-the-moment self-regulation, so staff stay calm and in control of their own response.

Bernie delivering interactive AGKK de-escalation training for University of Queensland staff in a classroom setting. AGKK provides customised workplace de-escalation training across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin helping university teams, schools and organisations develop calm communication, conflict management and practical responses to aggressive behaviour. Occupational violence and aggression (OVA) workshops build situational awareness, boundary-setting skills and safe disengagement strategies to support staff confidence, safety and wellbeing.

Help • Prompt • Wait: A Simple Model Staff Remember Under Pressure

Alongside A.D.S., staff learn the three-step Help • Prompt • Wait model for guiding an escalated person back to calm:

Help: identify and meet the person’s immediate need. A calm “How can I help you?”, simple assistance and removing frustration points build trust early.
Prompt: use clear, calm verbal and non-verbal prompts to guide behaviour, including techniques such as “Name it to Tame it” and moving the person to a quieter, safer space.
Wait: give time and space. Step back to a safe distance, avoid over-talking and allow the person to regain control.

Bernie Haughey leading a practical phone de-escalation role-play with Australian Red Cross staff during an interactive AGKK workshop. AGKK provides customised de-escalation training across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin. Tailored workshops help teams manage challenging calls, communicate calmly, set clear boundaries and respond to occupational violence and aggression (OVA), supporting staff confidence, safety and wellbeing.

WHAT YOUR STAFF AND MANAGERS WILL LEARN

Recognise early warning signs such as raised voices, pacing, repeated demands, clenched fists and invasion of personal space
Use calm, controlled verbal communication and non-threatening body language
Apply active listening and empathy, without needing to agree
Avoid common mistakes that escalate conflict, such as arguing, interrupting or dismissing concerns
Set clear, respectful boundaries and guide conversations toward solutions
Know when to seek assistance, activate duress procedures or disengage
Use safe distancing, positioning and disengagement strategies
Report incidents and support recovery afterwards

Where a role carries a risk of physical assault, programs can also include breakaway training -practical techniques to safely disengage from a physical confrontation.

AGKK de-escalation training across Australia helps staff recognise and respond to occupational violence and aggression (OVA). This workplace health and safety poster illustrates verbal aggression towards a staff member and highlights awareness, calm communication, safe disengagement, incident reporting and wellbeing. Led by Bernie Haughey, customised workshops are available in Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin, equipping teams with practical skills to manage conflict and support safer workplaces.

CUSTOM-MADE TRAINING – NOT GENERIC TRAINING

No two workplaces experience aggression in the same way. Before any training is delivered, Bernie talks with you to understand your organisation, then builds a program around your:

Staff roles and operational environment
Customers, clients, patients, students or members of the public
Previous incidents and current challenges
Identified hazards and risks
Existing policies, procedures and reporting processes
Staff wellbeing requirements

Workplace-specific scenarios and controlled role-plays mean staff practise skills in situations they recognise; which is what turns knowledge into real capability.

AGKK de-escalation training collage showing phone role-plays, practical disengagement demonstrations and an aggressive customer service scenario.

DE-ESCALATION TRAINING FOR EVERY INDUSTRY

AGKK tailors’ de-escalation training to the risks, language and scenarios of each sector, including:

Healthcare and hospitals: distressed patients, families and high-pressure clinical environments
Aged care and disability services: confusion, dementia-related behaviours and person-centred responses that maintain dignity
Schools, universities and education: teachers and support staff managing students, parents and visitors (see our teacher and school de-escalation training)
Local councils and government: front counters, compliance officers, rangers and field staff
Retail, hospitality and pharmacy: managing difficult or aggressive customers and loss prevention
Contact centres and customer service: phone de-escalation training for abusive callers and online interactions
Security personnel: advanced verbal de-escalation to minimise the use of force
Community services, transport and field workers: home visits, isolated and remote work
Corporate teams: reception, HR, managers and supervisors

If your staff interact with agitated, aggressive or unpredictable people, this training is essential.

FACE-TO-FACE AND LIVE VIRTUAL DE-ESCALATION TRAINING

For de-escalation training to be truly effective, face-to-face delivery is highly recommended. Staff need to practise tone of voice, posture, positioning, movement and boundary setting with direct coaching and immediate feedback.

Our face-to-face de-escalation workshops are held on-site at your workplace — only a clear, covered space is required, and all facilitation, equipment and insurance are provided. Where appropriate, live virtual training is also available for communication-focused sessions and geographically spread teams.

Session length is flexible — commonly 2 hours, 3 hours, half-day or full-day — and many organisations book annual refresher training to keep skills sharp.

AGKK de-escalation training client portfolio featuring organisations across government, councils, healthcare, education, transport and community services. Led by Bernie Haughey, AGKK provides customised de-escalation and occupational violence and aggression (OVA) training across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin. Practical de-escalation training workshops develop calm communication, conflict management, boundary setting and safe disengagement skills to support staff confidence, safety and wellbeing.

FROM PREVENTION TO POST-INCIDENT WELLBEING

Effective training covers the whole process, not just the moment of conflict:

Awareness → Prevention → De-escalation → Personal Safety → Safe Disengagement → Incident Reporting → Post-Incident Wellbeing

For organisations facing higher-risk situations, AGKK also delivers violence prevention training, anti-social behaviour (ASB) training, armed robbery training, active armed offender training and workplace self defence training.

De-escalation Training Across Australia

AGKK delivers customised de-escalation training in all major capital cities; Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin — as well as regional and remote areas throughout Australia. Training comes to you, so staff don’t need to travel.

Meet Your Trainer: Bernie Haughey B.Ed.

AGKK De-escalation Training is led by Bernie Haughey B.Ed., Founder and Chief Instructor, with more than 30 years of frontline seasoned experience delivering practical, custom-made training to businesses and local, state and federal government organisations throughout Australia. Bernie personally designs and delivers every program, combining a background in education with decades of applied personal safety and self-defence instruction. Meet the instructor.

AGKK provides customised de-escalation and occupational violence and aggression (OVA) training for frontline staff, phone and online customer service teams, home visiting workers and staff in isolated environments. Featuring Bernie Haughey delivering a practical workplace demonstration, this poster highlights confidence, consistent responses, safety and wellbeing. Tailored workshops develop calm communication, boundary setting, situational awareness and safe disengagement skills. Training is available across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin.

What Our Clients Say

“Only 20% of the training was run in a sit-down presentation scenario, the rest was conducted in our warehouse interactively which got the crews’ full attention … The training and management techniques were precise, and custom built for our staff.”

— Tracey McEvoy, HSEQ Advisor, Diona

“Bernie taught us physical and verbal techniques for de-escalation, allowed us to practice them in a safe environment, and gave us constructive feedback.”

— Catherine de la Rocha Espinoza, Customer Service Coordinator, Belvoir St Theatre, Surry Hills NSW

“The course gave me practical conflict resolution techniques and verbal de-escalation strategies I could use immediately on the floor.”

— Paul Velasquez, Loss Prevention Officer, Allied Security Retail Security Team

Frequently Asked Questions About De-escalation Training

What is de-escalation training?

De-escalation training develops the communication, behavioural awareness and safety skills staff need to prevent unnecessary escalation and respond effectively when a person becomes distressed, angry, challenging or aggressive. It covers early warning signs, verbal and non-verbal communication, active listening, boundaries and safe disengagement.

What is the difference between de-escalation training and OVA training?

De-escalation training focuses on the skills used to calm a situation. Occupational Violence and Aggression (OVA) training is broader; it also covers prevention, risk assessment, personal safety, incident reporting and post-incident wellbeing. AGKK programs combine both. Learn more about our OVA training.

Is de-escalation training a legal requirement in Australia?

No single law names de-escalation training. However, under WHS laws employers have a positive duty to manage psychosocial risks, including work-related violence and aggression. Regular, documented de-escalation training is widely regarded as a practical control measure for meeting that duty.

Who needs de-escalation training?

Any employee who deals with the public, clients, patients, students or customers — including staff in healthcare, aged care, disability services, education, local and state government, retail, pharmacy, hospitality, security, transport, community services and customer service.

How long does de-escalation training take?

Sessions are flexible and commonly run for 2 hours, 3 hours, a half-day or a full day, depending on your team size, risk level and desired outcomes.

Multi-session programs and annual refreshers are also available.

Is the training customised to our workplace?

Yes. Every program is custom-made around your staff roles, work environment, previous incidents, identified risks, policies and procedures, using workplace-specific scenarios and role-plays.

Can training include personal safety and Self Defence?

Yes. De-escalation focuses on preventing a situation from becoming physical; personal safety and breakaway training cover what to do if it does. The strongest programs combine both; prevention first, protection as the safety net.

Is de-escalation training available Australia-wide?

Yes. AGKK delivers on-site training across Australia, including all capital cities and regional and remote areas. Live virtual options are available where appropriate.

Have another question? Give Bernie a call.

BOOK DE-ESCALATION TRAINING FOR YOUR TEAM

A phone call is always welcome. Bernie will take the time to understand your organisation’s specific needs and discuss practical, custom-made training solutions for your staff.

Bernie Haughey B.Ed. | Founder & Chief Instructor | AGKK De-escalation Training
Phone: 0409 474 494 | Email: bernie@agkk.com.au | Web: www.sdefence.com.au
Equip • Empower • Educate

Related Training

AGKK purposeful and practical de-escalation training for staff, focused on planning, preparation, prevention and proactive safety strategies. Led by Bernie Haughey, customised workplace de-escalation and occupational violence and aggression (OVA) training help staff teams and managers recognise warning signs, communicate calmly, manage conflict and respond safely to challenging behaviour. Available across Australia, including Brisbane, Sydney, Melbourne, Canberra, Adelaide, Perth, Hobart and Darwin, workshops support staff confidence, safety and wellbeing.

FACE-TO-FACE AND LIVE VIRTUAL DE-ESCALATION TRAINING

CALL NOW TO GET STARTED

YOU ARE WELCOME TO CONTACT BERNIE ANYTIME
Speak directly with Bernie on
0409 474 494 or use our booking enquiry form

High demand across Australia
Secure your preferred training date/s now and enhance safety and wellbeing
ADVANCED DISCUSSIONS & BOOKINGS RECOMMENDED
Tell us what you hope to achieve, and we can discuss a suitable program.
Build Staff Confidence & Wellbeing. Strengthen Staff Awareness Procedures.
Develop staff best practice practical skills for a safer everyday work life.