effective and safe communication for Health and community service settings

(May include breakaways)

This is an interactive scenario-based workshop which focuses firstly on understanding ourselves and those challenging behaviours from others that push our buttons. It then moves onto explore effective ways of managing difficult and/or risky situations and provides participants with necessary verbal skills to de-escalate. The practical skills and evasive techniques needed to ensure both staff and clients are kept as safe as possible in a physical assault situation will also be learnt.

Two people having a coffee over a table, representing communication


  • Thinking about the challenges and risks

  • Anger on a continuum and conflict in context

  • The role of trauma in relation to behaviour

  • Reflection on self in the face of behaviours that challenge

  • Staff confidence in managing aggression, distress and violence

  • The role of communication in de-escalation

  • Client and staff safety

  • The law related to self defence

Participants will

  • Identify those behaviours that ‘push our buttons’

  • Identify strategies for self-control in the face of aggressive and/or distressed behaviour

  • Identify why people become angry or defensive, and recognise the early warning signs

  • Discuss how trauma impacts and influences behaviour

  • Describe a range of assertive techniques in order to help people regain control

  • Discuss the importance of debriefing following challenging situations

  • Understand organisational and legislative policy in relation to safe practice

  • Practice and demonstrate effective breakaway techniques