De-escalation Techniques (Pre-recorded Webinar)

This 4-hour pre-recorded webinar gives frontline workers the tools to de-escalate aggressive or abusive verbal confrontations in the workplace and beyond.

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Duration
Approx 4 Hours
Topic
Mental Health, Wellbeing and De-escalation
Delivery
Self-paced eLearning
De-escalation Techniques (Pre-recorded Webinar)

At a glance

Course details

Duration: Approx. 4 hours

Overview

De-escalation Techniques (Pre-recorded Webinar) course overview

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.

Curriculum

What you'll cover

This course is designed for:

  • Frontline and public staff.
  • Call centre workers.
  • Anyone who may deal with verbally abusive members of the public.

Our approach

+IMPAC's De-escalation Techniques (Pre-recorded Webinar) training approach

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.

Format

Course format and duration

This course takes approximately 4 hours to complete and is available as a pre-recorded webinar.

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Self-paced eLearning – Book now

eLearning

Complete online at your own pace.

$195.00 excl. GST

Want to discuss running De-escalation Techniques (Pre-recorded Webinar) at your organisation?

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FAQ

Frequently asked questions

This webinar is best suited to frontline and public-facing workers, call centre staff, and anyone who may need to manage verbally abusive or escalating interactions. It is particularly useful in roles where workers need to stay engaged with customers, clients, patients, visitors, tenants, or members of the public while keeping themselves and others safe.

Workers dealing with aggressive, abusive, or escalating behaviour need the skills and confidence to respond safely and appropriately. While there is no legal requirement to complete a specific de-escalation course in New Zealand, organisations still need to ensure workers can manage workplace risks and interactions safely. Training like this helps support safer communication, conflict management, and workplace interactions.

No, there are no prerequisites for this pre-recorded webinar.

Most learners complete this pre-recorded webinar within approximately 4 hours, depending on their pace. Delivered through IMPAC’s LMS, the training can be completed online at a time that suits them.

Yes, this pre-recorded webinar includes a short quiz to confirm learners understand the key de-escalation concepts covered in the course.

To complete the quiz for this course, you'll need a government-issued photo ID and a working camera on your device. This course uses Asgard, a biometric identity verification tool built into IMPAC's learning system, which checks your ID against your face to confirm it's really you sitting the assessment. Because pre-recorded webinars can be watched anytime and from anywhere, this step helps ensure the certificate reflects who actually completed the training. Asgard discards your ID immediately after verification — it isn't stored in any system.

To complete the quiz for this course, you'll need a government-issued photo ID and a working camera on your device. This course uses Asgard, a biometric identity verification tool built into IMPAC's learning system, which checks your ID against your face to confirm it's really you sitting the assessment. Because pre-recorded webinars can be watched anytime and from anywhere, this step helps ensure the certificate reflects who actually completed the training. Asgard discards your ID immediately after verification — it isn't stored in any system.

Learners build a practical understanding of how to recognise escalation early and respond more effectively in challenging situations. The pre-recorded webinar covers stress responses, warning signs of aggressive behaviour, and structured models including S.T.A.M.P. and H.E.A.T. It also helps learners recognise when a situation has moved beyond their control and when disengagement or additional support may be needed.

No, the workshop focuses on verbal de-escalation, situational awareness, and safe decision-making rather than physical intervention or restraint techniques. Learners build understanding of how to recognise escalating behaviour, apply structured communication techniques, and identify when disengagement and additional support are the safest response.

If you are completing an online or eLearning course with IMPAC for the first time, you will receive your LMS login details within 24 hours of receiving your course instructions email.

You can access IMPAC’s LMS by clicking here.

You can reset your username and password by clicking here and entering your email address.

The De-escalation Techniques pre-recorded webinar is $195 + GST per person.

What's next

Next steps

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.

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