Occupational Violence and Aggression De-Escalation Training (OVA)

Non-Violent Behaviour Management Strategies and Training for Staff

Our Occupational violence and aggression (OVA) training programs are tailored to the requirements of different staff groups. Staff who have contact with clients or the public should have knowledge and skills, relevant to their role, to prevent and safely manage violence and aggression.

These workshops in Behaviour Management Strategies in relation to Occupational violence and aggression (OVA) training are crucial for businesses and employees.

Training and workshops in Nonviolent Crisis Intervention and passive management of the aggressive client.

Nonviolent Crisis Intervention training and proactive strategies for dealing with aggression or violence from a client is ideal for primary caregivers, educators, and human service professionals who directly intervene in crisis situations.

Teaching staff and employees preventative de-escalation techniques, as well as positive management interventions, is essential.

The training of staff in the prevention of occupational violence and aggression in the workplace is vital.

OVA is any incident in which an employee is abused, threatened or assaulted in circumstances arising out of, or during the course of, their work and includes:

  1. Verbal, physical or psychological abuse;
  2. Threats or other intimidating behaviours towards staff;
  3. Physical or violent attacks on staff, such as hitting, pinching, scratching, biting, grabbing or pushing;
  4. Aggravated assault on employees;
  5. Threats with a weapon or objects;
  6. Sexual harassment and sexual assault; and
  7. Any form of indecent physical contact

Occupational violence and aggression (OVA) are when a person is abused, threatened, or assaulted in a situation related to their work. It might come from anywhere – clients, customers, the public, or even co-workers. OVA is unacceptable. AGKK has specific and practical training for employers and employees to help manage occupational violence.

We assist in improving safety and procedures for staff in the workplace in relation to Occupational violence and aggression (OVA). It is important for staff to learn verbal de-escalation communication techniques and skills to overcome possible issues.

These preventive approaches such as verbal and non-verbal de-escalation techniques, management approaches are essential for maintaining positive outcomes. Early intervention is important workers may require additional knowledge, training, and skills in preventing and managing violence and aggression in certain settings and circumstances.

We guarantee that staff occupational violence prevention training and de-escalation training will empower confidence and provide employees invaluable de-escalation skills to improve safety for all involved.

We provide non-violent positive behavior support training. Staff training is integral to building and strengthening knowledge and skills to prevent and manage occupational violence and aggression (OVA).

We use COVID safe practices with delivery of training.
Occupational Violence and Aggressive behaviour prevention training is important and vital in assisting staff in organising their thinking about problematic behaviours, and to developing proactive skills that focus on prevention and increased awareness.

The de-escalation behaviour management strategies presented in our non-violent management training program will help prevent behaviours from occurring. Our training will equip staff with the necessary skills to empower them to manage their own behaviour in a crisis situation.
Staff learn how to address disruptive, aggressive or violent behaviour safely and effectively, thus increasing the safety and well-being of staff.

Who will benefit from this positive behaviour management training?

All employees can be exposed to difficult aggressive, erratic, or violent people. Staff need to have skills in the management of actual or potential aggression.

Your workforce will find this interactive, educational, relevant, effective, and strategy-rich with communication and resolution training provided. Whether it is verbal or physical aggression, all employees will find this essential when dealing with aggression or conflict in the workplace.

The training is fully customised to every organisation. We provide occupational violence prevention training and de-escalation training for retail, health, government, and private organisations.

The training will help keep your employees safe from verbal, physical aggression, or violence. Your staff will be able to confidently handle these situations in a safe manner.

Brisbane City Council - Occupational Violence Training

Advanced bookings recommended
Investment: To be discussed based on your needs and training requirements. We offer in-person De-escalating conflict techniques Courses, programs, and workshops run by expert trainers to organisations across Australia. Our programs are available in Melbourne, Sydney, Canberra, Adelaide, Brisbane, Perth, and other areas of Australia. Give us a call today on 0409474494 or use the booking form to discuss your requirements, specific objectives, and desired outcomes.

Verbal De-escalation communication training |Occupational violence prevention | Aggression management training

AGKK provides training in (OVA) Occupational Violence and Aggression De-Escalation, verbal de-escalation, positive education behaviour support, stay safe and respond, non-violence intervention, Dispute and Conflict Resolution Training for All Workers and employees.

We provide employee and staff training in conflict prevention and resolution skills for reducing occupational violence and aggression towards staff in all situations and industries. Keep staff and workers safe with this essential training De-Escalation and Occupational Violence and Aggression OVA Training.

Occupational Violence and Aggression (OVA) is increasing in the workplace and we have training workshops and courses that will be customised to suit your organisation or business.

All employees are likely to be in contact with difficult, aggressive, or angry people. Our training is relevant and effective. An attack on staff can be verbal and or physical, we teach non-violent de-escalation verbal skills to employees that they will find very important with increasing their safety in the workplace.

With our experience the training is fully customised to every organisation and business.

We understand that every situation is distinctive and we train everybody from retail, health, government, and private industries and businesses.

You are most welcome to contact us to discuss your Occupational violence and aggression training needs.

De-Escalating and Occupational Violence, Conflict and Aggression Training including Proactive Prevention Techniques

Staff can find themselves in aggressive or violent situations that could affect their safety and well-being. We can educate, prepare and train staff to de-escalate these arising situations.

The employee training can help reduce tension, anxiety and develops staff skills to remain calm and stay safe. We provide the essential skills of conflict de-escalation techniques needed. Staff will feel more in control, confident and safe. In fact, these strategies are easy to understand, learn and apply. At AGKK we know the importance of not making the situation worse for all involved. The training provides appropriate and reasonable behavioral responses.

positive behaviour management training


Duration: one or two days with refresher courses recommended.
Location: Training based throughout Brisbane, Queensland, and Australia Wide – Usually conducted at your workplace or a location can be organised by AGKK.
Capacity: up to 40 people for the day
What To Wear: Comfortable and appropriate clothes suitable for daily work.

We can also provide joint training sessions, between managers, clinical and security staff, which supports an understanding of individual roles and responsibilities and promotes collaboration. This training and arrangement should be considered, especially for high risk areas for staff.

AGKK provides training and supports a culture and methodologies of continuous quality improvement in relation to staff aggression training and proactive safety responses.

Training Outcomes

  • Recognise and identify the signs of somebody becoming flustered
  • Environmental and situational awareness and prevention
  • Learning how spatial proximity can aid in increasing safety
  • How to remain calm and controlled during an aggressive conversation or incident
  • Mindset skills for not escalating the situation
  • De-escalate a conflict situation in the workplace
  • How to confidently and safely control the aggressive situation in a safe manner
  • Developing de-escalation communication skills to resolve and calm the aggressive situation
  • Employees cultivate voice modulation skills and effective words are their number one tool to defuse any situation
  • Strategies and tactics to deal with people who are influenced by drugs, alcohol or have a mental position

Self Defence Training for Staff and Employees

Course Outline

We can customise the proactive violence prevention training specific to your business and employees that they may possibly face in their day-to-day activities. This is so important to be specific to the nature and activities of your organisation to make the OVA effective. We customise and create your own course training based on your specific needs to improve employees’ safety and education in dealing with occupational violent or aggressive behaviour.

We train staff with the skills needed for the management of actual or potential aggression

Occupational violence and aggression training is delivered as part of a model of care. We provide Face-to-face programs as they are very effective these include combinations of instructional learning, role play, reflection and simulation.

Violence and aggression towards staff can occur in any industry including health, aged care, disability, youth services, education, law enforcement, retail, hospitality, security, cash-handling, finance and banking. Occupational violence and aggression can have a negative impact on workers’ physical and mental wellbeing. OVA can often look like but not limited to the following examples of unacceptable behavior:

  • Staring down and mocking staff
  • Raising voice, screaming, swearing, calling names
  • Standing over employees
  • Spitting, shoving, tripping, grabbing, hitting, punching
  • Threats of violence, threats with weapons
  • Physical assault on staff

Increasing awareness for safety enhancement

  • Environment awareness and prevention
  • Early detention of danger
  • Development of improved listening and observation skills
  • It is important for staff to be able to identify the signs and stages of aggression including verbal cues and visual cues so they can use non-violent de-escalation strategies

De-escalate and diffuse

  • Presenting staff with strategies to control their emotions avoid an attack in an aggressive situation
  • Visualisation of your body language, positioning and gestures (what are you communicating?)
  • Accentuating or making a situation worse (3 things never to do)
  • What to say and when
  • Verbal De-escalation communication resolution
  • How to use voice modulation
  • Training employees with verbal de-escalation skills in using their voice to diffuse the situation
  • Building rapport with detached empathy techniques
  • Eye contact gestures and body positioning techniques to avoid harm
  • The importance of body language and proximity in an aggressive or violent situation
  • Training staff how to stop the aggression escalating
  • Working on positives solutions and improving outcomes for each aggressive situation
  • Role-playing sessions and scenarios to improve violence prevention skills
  • Checkpoint dangerous situations – car parks, domestic visit, laneways, front counter
  • Improving Remote Workers Safety
  • Strategies to deal with Drug and Alcohol Affected Aggression
  • Physical non-violent Strategies to deal with aggression
  • Obtaining help

Behaviour Violent Management Techniques

Here are some key safe and effective behaviour management strategies for remaining calm and professional during challenging situations.

Be Mindful of Your Body language and your Reactions.

An essential part of managing difficult behaviour is knowing that your behaviour and actions affects the behaviour of others. What employees say, convey or do in response to a client’s behaviour affects whether the behaviour escalates or stops. When your staff receive this specialised training they become more aware of these factors and when staff are equipped and empowered with other effective and mindful behaviour management strategies, employees are better able to de-escalate difficult behaviour and help individuals regain control and make positive choices.

Maintain Rational and logical Detachment

When staff are rationally detached, they maintain control by not taking negative comments or actions personally. Without this key ability, team members may react instinctively or defensively, which will only escalate a situation. Our training equips staff with this skill, employees will be better able to defuse challenging behaviours and cultivate more positive behaviours.

Be Mindful and Attentive

When people feel ignored, marginalized, or not cared for, they often act out. An effective way to counter a person’s anxiety is to validate his or her feelings. Pay attention to what they say. Give clients plenty of personal space. Proximity and spatial training is very important. Show clients through your facial expressions and body language that you’re listening, and you listen to their reasons for being upset—and give them a reason to regain control.

Using and reinforcing positive Self-Talk

We train staff to remind themselves that when they are the target of an outburst or a negative situation, they are rarely the cause of the aggressive or violent behaviour.
Staff will have the mindset – I know what to do which enhances a more positive response and results.

Recognize Your Limits

We educate staff to be aware of their limits and keep in mind that sometimes the best decision is to let someone else take over and get help when needed.

Workplace debriefing after occupational violence and aggression incidents

We reinforce that staff should be able debrief after any incident.
Talking about it can help relieve the stress.
It’s also important to consider what was done well and how to respond better the next time a situation occurs.

We equip your staff with essential training and behaviour management techniques that focus on Care, Welfare, Safety, and Security for each person involved in a crisis

The Occupational violence and aggression (OVA) training programs are tailored to the requirements of your workplace. The training will assist your employees manage difficult behaviours with confidence, competence and proficiency.

What can you do about occupational violence training for staff?

Employers, Managers, and Business owners

For your staff, you must provide and maintain a working environment that is safe and free of risks to health, so far as is reasonably practicable. You also have a duty ensure that workplace activities don’t endanger other people, such as visitors, clients and the public. Preventing and managing violence and aggression is part of those duties.

Examples of what you should do:

  • Identify violence and aggression hazards in your work and assess the risks.
  • Consult with employees to implement controls to eliminate or reduce the risk of OVA.
  • Promote a culture that does not accept violence and aggression.
  • Develop and implement health and safety policies and initiatives focused on OVA.
  • Encourage reporting and act on these reports. Investigate incidents and review existing controls.
  • Support staff development in de-escalation and processes for early intervention and management.
  • Allocate resources to prevention and management.
  • Support employees who have been exposed to OVA in the workplace.

Outsource Institute- Self Defence Training

We deliver:

Experienced, proven performance delivery and training in Occupational Violence Aggression prevention. The training will be specific to the working environment for staff. Courses are educational and practical. Delivery of training is concise, enjoyable and interactive, with role playing workplace scenarios.

We take the safety and well-being of your staff extremely seriously and the preservation of your business or organisation.

We provide experienced, practical and easily understood, preventative strategies in providing the best training to aid in employees keeping themselves safe from both verbal and physical aggression.

Target Audience:
Frontline staff and managers facing aggression, conflict or violence

This course and training is available as a full-day or a half-day course.

This can be delivered both in-person, at your organisation or venue.

Group Size:
We recommend a group size usually of 4-30 participants

Advanced bookings recommended
Investment: To be discussed based on your needs and training requirements. We offer in-person De-escalating conflict techniques Courses, programs, and workshops run by expert trainers to organisations across Australia. Our programs are available in Melbourne, Sydney, Canberra, Adelaide, Brisbane, Perth, and other areas of Australia. Give us a call today on 0409474494 or use the booking form to discuss your requirements, specific objectives, and desired outcomes.