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De-Escalation Techniques 






Conflict, disagreements, and change are inherent aspects of both our personal and professional journeys. They serve as opportunities for individuals, whether two or more, to seek harmonious resolutions to their differences.

When mishandled, conflict has the potential to inflict significant damage on relationships. Yet, when approached with respect and a positive mindset, conflict transforms into an opportunity—a chance to strengthen the connections between individuals. Possessing the ability to navigate and defuse conflict allows for the resolution of disparities in a respectful manner, fostering stronger and more rewarding relationships.

Embracing the reality that conflict is a natural facet of our lives is crucial. Rather than fearing or evading it, the key lies in cultivating the skills to de-escalate and bring serenity to the situation, ultimately learning how to navigate and resolve conflicts in a healthy and constructive manner.

Navigating conflict entails an understanding of the stages contingent upon the nature of the confrontation. Amidst the potential conflict are a specific set of actions and personal skills which serve as invaluable tools for addressing conflicts, irrespective of their particularities.

Sources of conflict can include personal disparities—values, ethics, personalities, age, education, gender, socioeconomic status, cultural background, temperament, health, religion, political beliefs, and more. However, not every challenging encounter necessitates de-escalation techniques, and assertive practices suffice in some instances.

De-escalation is a method crafted to prevent conflicts from intensifying and, ideally, to peacefully resolve them. The ultimate goal is to diminish agitation and the potential for violence in an individual.  Effectively employing de-escalation techniques involve recognising subtle signs of distress in an individual and intervening appropriately to prevent a potential crisis. It goes beyond merely halting behaviour, but also entails using suitable intervention strategies to soothe and reconnect with the underlying emotions driving the behaviour.

Diverse de-escalation techniques, both verbal and non-verbal, exist to cater to individual needs. A one-size-fits-all approach isn't always, however understanding  basic strategies tailored to each situation would yield the most success.

This training aims to enhance existing skill sets, instilling confidence in managing such situations with a calming and respectful approach.



  • 9am - 3pm

  • Up to 20 Participants

  • Delivered in your organisation

  • Includes workbook & reference material


  • $,4,900 Plus GST

  • Plus travel costs


  • “It was good to understand how easily you can calm a situation down using these basic techniques” Leesa K

  • “Having a framework to work with gives me more confidence in dealing with difficult clients and having better control over situations as they arise” Jodi S

  • Highly recommended training.  I am already experienced at working with difficult clients, but this was a great refresher and gave me a few extra tools to work with to further refine my skills” Hibab B

  • “Mel made it easy to understand and even though I’m new to this work, I came away with more confidence to deal with the young people I work with” Megan B

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