PREVENTING WORKPLACE VIOLENCE AND AGGRESSION THROUGH DE-ESCALATION TRAINING AND OCCUPATIONAL VIOLENCE AND AGGRESSION TRAINING
By Bernie Haughey | Founder and Chief Instructor | AGKK De-escalation Training
De-escalation training helps staff recognise developing conflict, communicate calmly and make safer decisions when interactions become challenging. Combined with occupational violence and aggression training, it gives Australian workplaces a practical way to prepare employees and managers for situations involving abuse, intimidation or threats.
AGKK De-escalation Training helps organisations turn safety principles into skills staff can practise. Our approach connects prevention, respectful communication, personal safety, safe disengagement and post-incident support with the realities of your workplace.
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Occupational Violence and Aggression training and workplace de-escalation training across Australia
PHONE DIRECTLY 0409474494 or use Inquiry Online Booking Form
ADVANCED DISCUSSIONS AND BOOKINGS RECOMMENDED
WHAT IS OCCUPATIONAL VIOLENCE AND AGGRESSION?
Occupational violence and aggression, often shortened to OVA, can include verbal abuse, threats, intimidation, spitting, bullying and physical assault connected with work. Staff do not need to wait for an injury before raising a concern. Exposure to threatening behaviour and witnessing aggression also deserve attention.
A challenging interaction might happen at reception, during a home visit, over the phone or while an employee works alone. A useful training program considers those settings and helps staff understand the options available to them.
Occupational Violence Prevention and De-escalation Training
Our Occupational Violence and Aggression training complements workplace safety by helping staff recognise risk and respond before a situation becomes physical. Employees practise calm verbal communication, active listening, respectful boundary setting and situational awareness to manage difficult conversations and reduce avoidable escalation.
PREVENTION STARTS BEFORE A DIFFICULT INTERACTION
Occupational violence prevention involves identifying foreseeable hazards, listening to staff concerns, reviewing incidents and using appropriate workplace controls. Training works alongside arrangements such as safe access, communication systems, security, duress alarms and access to assistance.
Explore AGKK workplace de-escalation training
For a practical staff team OVA discussion, ask:
Where might an employee become isolated?
Can they reach help?
Are exits accessible?
Are staff clear about when to involve a supervisor?
These questions make prevention relevant to daily work.
A reception team might practise requesting assistance discreetly. A community worker might rehearse check-in arrangements and ending a visit. A manager might review whether staff know how to raise concerns before another incident occurs.
CALL NOW TO GET STARTED – CONTACT BERNIE ANYTIME
PHONE BERNIE DIRECTLY 0409474494 or use Inquiry Online Booking Form
To discuss your customised training solutions
High OVA TRAINING demand across Australia
Secure your preferred training dates now and stay ahead of workplace risk
ADVANCED DISCUSSIONS & BOOKINGS RECOMMENDED
Occupational Violence and Aggression (OVA) and De-Escalation Training Courses, Programs Across Australia
OCCUPATIONAL VIOLENCE AND AGGRESSION TRAINING AND WORKPLACE DE-ESCALATION TRAINING FOR AUSTRALIAN EMPLOYEES, TEAMS AND HIGH-RISK WORKPLACES.
Occupational Violence and Aggression Training & Workplace De-Escalation Training Across Australia
AGKK provides industry-leading Occupational Violence and Aggression Training and Workplace De-Escalation Training throughout Australia. Our customised workplace violence prevention programs empower employees with practical skills to recognise early warning signs, manage challenging behaviours, reduce workplace conflict and respond professionally to aggressive situations. Through interactive, scenario-based learning, participants improve workplace safety, confidence, communication, wellbeing and performance while helping create safer and more productive workplaces nationwide.
PRACTICAL DE ESCALATION SKILLS FOR STAFF AND MANAGERS
De-escalation aims to reduce tension where it is safe to engage. It also requires staff to recognise when conversation is no longer a suitable option. AGKK uses guided practice to help participants consider what to say, how to position themselves and when to seek help.
RECOGNISE CHANGES IN BEHAVIOUR EARLY
Notice changes in voice, movement, behaviour and personal space. Consider what is happening around you, including other people, potential exits and access to assistance. Reassess as the interaction changes.
Respond to observable behaviour rather than making assumptions about a person’s diagnosis, disability or background. A raised voice may indicate distress; a direct threat requires a different level of response. Warning signs should inform assessment rather than be treated as a reliable prediction of violence.
MANAGE YOUR OWN RESPONSE
Pause where possible, steady your breathing and use a calm, clear voice. Keep your language simple and your movements deliberate. Staff can practise these habits in manageable scenarios before applying them during a stressful interaction.
LISTEN AND ACKNOWLEDGE CONCERNS
Allow the person to explain when it is safe to do so. Acknowledging frustration does not require agreeing to unreasonable demands. For example: “I can hear that this has been frustrating. Let me understand what has happened.”
Avoid arguing about who is right while tension is increasing. Focus on the concern you can address and explain the next step within your authority.
OFFER REALISTIC OPTIONS AND RESPECTFUL BOUNDARIES
Clear choices can help a person understand what is possible. Try: “What I can do is explain the next step, or arrange for my supervisor to speak with you.” Avoid promises you cannot keep.
Where it is safe, state a boundary calmly: “I want to help. I need you to stop threatening me so we can discuss the options.” If threats continue or risk increases, follow workplace arrangements for assistance or withdrawal.
MAINTAIN SPACE AND KNOW WHEN TO DISENGAGE
Consider your positioning, personal space and exit options. Practise how to end an unsafe interaction, move away and request help. Staff should not feel that they must resolve every situation themselves. If anyone is in immediate danger, contact emergency services on 000.
CALL NOW TO GET STARTED: CONTACT BERNIE ANYTIME
Occupational Violence and Aggression training and workplace de-escalation training across Australia
PHONE DIRECTLY 0409474494 or use Inquiry Online Booking Form
ADVANCED DISCUSSIONS AND BOOKINGS RECOMMENDED
SCENARIO BASED DE-ESCALATION & OVA TRAINING THAT REFLECTS REAL WORKPLACE OCCUPATIONAL VIOLENCE & AGRESSION
Practical occupational violence and aggression training should connect with the situations your employees face. AGKK tailors discussion and scenarios to your team’s roles, experience, confidence and workplace procedures.
For example, an upset customer arrives at reception after a delay. Staff practise acknowledging the concern, explaining available options and recognising when to call for assistance. The team then considers whether clearer information or a different waiting arrangement could reduce similar conflict.
In a telephone scenario, a caller becomes abusive after receiving an unwanted answer. Participants practise clear explanations, boundaries and the organisation’s process for transferring or ending the call. Phone and email de-escalation can be included where relevant.
After each activity, we ask: What could have reduced the risk beforehand? What would you say and do? When would you withdraw? Who would you contact, and what would you report? This connects communication practice with prevention and follow-up.
SUPPORTING STAFF AFTER VIOLENCE OR AGGRESSION
Check the welfare of affected staff and witnesses, address immediate safety needs and connect people with appropriate support. Encourage prompt reporting and factual recording so the organisation can understand what occurred.
The next step is learning. Review patterns, consider whether controls worked and identify changes that could improve preparation. A supportive response gives staff a clear pathway for raising concerns.
THE ROLE OF MANAGERS IN WORKPLACE SAFETY AND OCCUPATIONAL VIOLENCE & AGRESSION
Managers help staff understand expectations, reporting pathways and available assistance. They also help translate training into practice by listening to concerns, supporting consistent procedures and following up after difficult events.
Keep a useful record of training, including the date, topics, instructor and attendees. Retention requirements vary by organisation. For example, the Queensland Department of Education procedure specifies a minimum ten-year period for its training records; that requirement should not automatically be applied to every Australian workplace.
WHERE STAFF SELF-DEFENCE TRAINING FITS
Staff self-defence and safety disengagement training can complement de-escalation where appropriate to the role and assessed risks. AGKK focuses on awareness, positioning, creating space, identifying exits and accessing assistance.
Where physical skills are included, the emphasis is on avoiding confrontation and creating an opportunity to escape. Instruction should connect with workplace procedures and the circumstances participants may encounter.
TAILORED TRAINING FOR ORGANISATIONS ACROSS AUSTRALIA
AGKK provides workplace de-escalation training and occupational violence and aggression training for staff, employees and managers across Australia. Programs can be tailored for healthcare, education, retail, hospitality, disability support and NDIS services, aged care, government, transport and community organisations.
Before preparing a proposal, Bernie welcomes a brief phone conversation about your team’s responsibilities, concerns and desired outcomes. This helps shape relevant scenarios, suitable activities and a program that fits your workplace.
Learn about AGKK occupational violence training
FREQUENTLY ASKED QUESTIONS
What is the difference between de-escalation and OVA training?
De-escalation develops communication and decision-making skills for tense interactions. Occupational violence and aggression training has a broader focus that can include prevention, recognising hazards, seeking assistance, disengagement, reporting and recovery.
Can training be adapted for different staff roles?
Yes. AGKK discusses the work your employees perform and adapts scenarios accordingly. Reception staff, managers and community workers may face different situations and need different practice.
Does training replace workplace safety systems?
No. Training supports the organisation’s wider risk controls and procedures. Employees also need clear assistance pathways, suitable equipment and management support.
Book AGKK de escalation and OVA training
Equip, empower and educate your team with practical workplace de-escalation and occupational violence prevention training. Bernie Haughey brings more than 30 years of experience in de-escalation, occupational violence prevention and self-defence disengagement to tailored programs for Australian organisations.
YOU ARE MOST WELCOME TO CALL BERNIE DIRECTLY
Advanced discussions and bookings are recommended to allow time to customise your program and discuss preferred training dates.
PHONE DIRECTLY
0409474494 or use Inquiry Online Booking Form
ADVANCED DISCUSSIONS AND BOOKINGS RECOMMENDED
CALL NOW TO GET STARTED: CONTACT BERNIE ANYTIME
Occupational Violence and Aggression training and workplace de-escalation training across Australia
PHONE DIRECTLY 0409474494 or use Inquiry Online Booking Form
ADVANCED DISCUSSIONS AND BOOKINGS RECOMMENDED
Read the Queensland Department of Education source procedure
Bernie Haughey | Founder and Chief Instructor
AGKK De-escalation Training
0409 474 494 | bernie@agkk.com.au | www.sdefence.com.au
Stay Safe, Stay Calm, Alert, Escape, Report, Support