Safety and risk management

This course will provide training on how to handle emotionally volatile situations.

What is De-escalation?
De-Escalation Training


De-escalation is one technique that can be used when confronted with violent or aggressive behavior.
It is a process of diffusing conflicts as they begin to prevent them from getting worse or potentially violent.
These usually involve identifying a risk and intervening as quickly as possible in a calm and controlled manner.


What is De-escalation?


Win - Win
Both parties can still win in the first three stages of the model.
This is the ideal outcome and what using de-escalation strategies can help you achieve.
Resolving the conflict in these stages will lead to a positive outcome for everyone.


Win - Lose
In the second level of the conflict, one of the parties will be a loser and the other a winner.
This is where sides are taken, and trust is broken.


Lose - Lose
In the third level, both parties lose, and neither party achieves what they wanted.


Let’s discuss the stages in the three levels in more detail.


What is De-escalation?

De-Escalation Techniques
De-Escalation Training


De-escalation techniques are strategies used to reduce, prevent, or resolve the escalation of conflicts.
These strategies involve emotional labor on behalf of professionals or the ability to manage and regulate their own emotions in order to perform a task.
Professionals commonly use de-escalation techniques as they often interact with concerned clients, filing complaints about products and services.
To help upset clients resolve their concerns, customer service professionals must react to challenging complaints appropriately.


What are de-escalation techniques?


Improving your communication will help prevent misunderstandings and help you to de-escalate them when they do.


Active listening requires you to actually listen to the other person rather than interrupting them, rushing them, or spending the time in your head plotting out what you'll say next.


When you listen to the other person, they feel heard and appreciated, and their anger will begin to subside.


Showing empathy by putting yourself in their shoes will help de-escalate the situation.
Once they know you'll try and do what's best for them, they can calm down, and you two can work together to resolve their issue.


De-escalation Techniques

Violence and Aggression in De-Escalation
De-Escalation Training


Occupational violence and aggression (OVA) is 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.
Violence and aggression can happen in any industry.
It often occurs in health, aged care, disability, youth services, education, law enforcement, retail, hospitality, security, cash handling, finance, and banking.
Let’s look at a few signs of Occupational Violence and Aggression.


What is occupational violence and aggression?


Signs of Occupational Violence and Aggression


Occupational violence and aggression could look like the following:


Eye rolling and sneering
Yelling, swearing, calling names
Standing over someone


Spitting, shoving, tripping, grabbing, hitting, punching
Threats of violence, threats with weapons
Sexual assault


These are just some examples of unacceptable behaviors.


It can have a negative impact on workers’ physical and mental wellbeing.


Which of the following situations demonstrate employers preventing OVA?


Violence and Aggression in De-Escalation

Resolving Conflicts
De-Escalation Training


Managing conflicts effectively calls for being an effective communicator.
This includes creating an open communication environment by encouraging people in the company to discuss work issues.
Listening to work concerns will foster an open environment.
If two employees fight for the desk next to the window or one who wants the heat on and another who doesn't, the immediate response to conflict situations is essential.


Resolving Conflict Situations


Raise Issues Early
Keeping quiet only lets resentment fester. Equally, speaking with other people first can fuel rumors and misunderstandings.
Be assertive (not aggressive) and speak openly. This will encourage others to do the same – and you can get to the root cause of a problem before it escalates.


Manage Your Emotions
Choose your timing when you talk to someone about the conflict.
If you're angry, you may say something you'll regret and inflame the situation. Be careful to avoid playing the blame game.


Show Empathy
Putting yourself in the other person's shoes is essential to negotiation.
This helps you to build mutual respect and understanding – and to achieve an outcome that satisfies both parties.


Practice Active Listening
To identify the source of the conflict, you have to really listen.
Paraphrase your words, look out for non-verbal signs, and use appropriate body language.


Acknowledge Criticism
Keep an open mind and use criticism to help you identify areas to improve, perform better next time, and grow.


Which of the following is part of the resolution for conflict?


Resolving Conflicts

Contributing to a Safe Workplace
De-Escalation Training


A work environment should be pleasant and comfortable, but creating such a setting can take time and effort.
Dealing with customers who escalate issues can be straining, so it's beneficial if we can make the workplace better.
Countless pitfalls will lead to toxic workplaces and atmospheres where employees, for one reason or another, will feel stifled, constrained, and vulnerable.
A positive and uplifting workplace will bring the best out of everyone, keep retention rates high, reduce recruitment costs, and improve employee engagement rates.
The goal for most employers will be to foster a strong, collaborative and positive place to work.


Creating a Safe Work Environment


A Hostile Work Environment
What does a hostile work environment look like?


A hostile work environment can be defined as one where employees feel uncomfortable.


This is where a culture needs more communication and transparency, thus making it difficult to do one's job.


Hostile work environments will likely feature bullying, discrimination, and intimidation.


Let's look at ways on how to create a safe working environment.


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De-escalation Training

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