De-escalation Techniques (Pre-recorded Webinar)

Exposure to aggressive and abusive behaviour is an increasing reality for workers across many industries and is often encountered in everyday interactions. When not recognised or managed well, these situations can lead to risk fatigue, impact individuals personally, and create wider challenges for the organisation. What begins as a routine interaction can quickly escalate, creating risk for workers expected to remain engaged and maintain control. This pre-recorded De-escalation Techniques webinar is designed for frontline staff and others who regularly engage with the public and need practical skills to manage these interactions safely.

 

We don’t rely on text-heavy content. Instead, this pre-recorded webinar guides learners through verbal de-escalation techniques using examples that reflect real workplace interactions. Participants develop the skills to recognise early warning signs, understand behavioural and stress responses, and apply approaches such as the S.T.A.M.P. and H.E.A.T. models to manage interactions and know when to disengage.

 

IMPAC’s focus is on building practical capability so workers can respond effectively when interactions escalate. Participants step back into the workplace equipped to recognise early warning signs, apply structured de-escalation techniques, and manage interactions in a way that protects their own safety and the safety of others.

IMPAC delivers this pre-recorded webinar in a way that keeps the learning practical rather than theoretical. Learners work through clear explanations of how aggressive behaviour can build, what stress responses look like in real interactions, and how to spot warning signs before a conversation tips further.

 

The webinar uses realistic workplace scenarios and examples to show how frameworks such as S.T.A.M.P. and H.E.A.T. can be applied during phone calls, front-counter conversations, and other customer-facing situations. The focus is on helping people make sound decisions under pressure, communicate clearly, and recognise when it is safer to step back and escalate the issue through the right workplace channels.

To get started, you can book now.

 

To explore more courses in this area, see the Mental Health, Wellbeing and De-Escalation category.

 

If you are building capability across public-facing teams, this course also sits well alongside Mental Health First Aid Aotearoa, Workplace Wellbeing, and HSR Stage 2: Risk Assessment and Incident Investigation as part of a wider training plan.