Workshop Dates for this topic can be viewed in our CORP Public Workshop Calendar

De-escalation Skills for Frontline Workers: Keeping Calm in High-Stress Situations

Frontline workers in industries like customer service, healthcare, retail, and security often face stressful, high-pressure situations. Whether it's dealing with an angry customer, a challenging patient, or a confrontational situation, being able to de-escalate conflict and manage aggression effectively is a crucial skill. 

In our De-escalation Skills for Frontline Workers workshop, you will gain the tools to navigate these high-stress moments with confidence, emotional intelligence, and professionalism. Our expert-led training will teach you how to stay calm, communicate effectively, and respond to challenging situations while ensuring the safety and well-being of both yourself and others. 

Why De-escalation Skills Matter 

Being able to diffuse tense situations before they escalate is vital not only for the safety and security of all involved but also for maintaining a professional environment. Frontline workers are often the first point of contact in difficult situations, and knowing how to handle conflict can make a world of difference in turning an aggressive encounter into a peaceful resolution. 

In this full-day workshop, you will learn how to manage aggression, respond to threats, and improve your emotional intelligence (EQ) so that you can stay calm, composed, and professional in any high-pressure environment. 

What You’ll Learn in the De-escalation Skills for Frontline Workers Workshop 

Our interactive workshop will provide you with the practical skills needed to handle difficult situations effectively. During the session, we will cover the following: 

1. Recognising and Reacting to Threats in High-Pressure Situations 
   Learn to identify signs of aggression or escalation early, so you can respond before the situation gets out of control. 
2. Developing Emotional Intelligence (EQ) to Stay Calm and Composed 
   Discover how emotional intelligence can help you manage your own reactions and respond with empathy, even in the most stressful situations. 
3. Handling Difficult People and Aggressive Behaviour with Confidence 
   Learn proven techniques for managing aggressive behaviour, maintaining professionalism, and de-escalating challenging interactions effectively. 
4. Communication Techniques for Managing Aggression and Reducing Tension 
   Effective communication is the key to de-escalation. We’ll teach you how to communicate clearly and assertively, while also listening actively to diffuse tension. 
5. Proven Conflict Management Strategies to Resolve Disputes and Prevent Escalation 
   Learn a variety of conflict management strategies that you can use to resolve disputes quickly and peacefully, preventing escalation before it becomes a serious issue. 

Why Attend This Workshop? 

• Enhance Your Conflict Management Skills 
  Being equipped with the skills to manage aggression and high-stress situations will help you handle any confrontation with confidence. 
• Build Emotional Resilience 
  By learning how to stay calm and composed in tense situations, you’ll develop the emotional resilience necessary to thrive in challenging work environments. 
• Ensure Safety for Yourself and Others 
  De-escalation skills are essential for ensuring a safe environment for both workers and customers. By addressing conflict early, you can help protect yourself and others from harm. 

Who Should Attend? 

This workshop is perfect for professionals who regularly encounter confrontational situations or high-stress environments, especially Frontline workers in customer service, healthcare, retail, and security sectors. 

Join Us for This Essential Workshop 

The De-escalation Skills for Frontline Workers workshop will be held on Thursday, 10 April 2025, in Darwin. The full-day session will run from 8:30 AM to 4:30 PM ACST, and costs $500.00 to attend. 

Take the First Step Towards Safer, More Effective Conflict Resolution 

By attending this workshop, you’ll walk away with actionable skills that will help you manage difficult situations with ease, ensuring you can maintain a safe and professional environment for yourself and your colleagues.

Register now through our CORP Public Workshop Calendar to secure your spot!

Don’t miss out on this invaluable opportunity to enhance your de-escalation and conflict management skills.

For further information or to enquire about arranging training for yourself or your team, please contact our CORP Officer at corp@corp.org.au