Practical de-escalation techniques and ways to manage challenging behaviour
It seems that in the last two years of the pandemic, more and more people are getting angry and upset. Across New Zealand more businesses are reporting an increase in challenging and aggressive interactions with staff, customers, or the general public.
Employers have a legal obligation under the Health and Safety at Work Act 2015 to ensure their staff are safe from verbal and physical abuse. Therefore, it is vital that workplaces take evidence-based steps to address this.
Aggressive and violent behaviour can be very confronting and a significant challenge to manage. This webinar will look at what happens to our biology when we become upset, angry or aggressive, a wide range of causes of this behaviour.
It will cover specific words and actions that you can use to effectively defuse a tense situation.
This webinar will also look at safety planning and emergency procedures if you are unable to calm the person.
Everyone! This is suited to all businesses from accountants, lawyers, HR, teachers, construction, government workers, charities and many more.
Michael Hempseed, Author/Director, Employee Solution Service.
The webinar was recorded on 3 May 2022.