De-escalation Training Townsville Option One

Informative, practical training where staff learn in an interactive environment to manage confrontational and aggressive behaviours.

Note: This training is also available in the afternoon, with the same content.

Occupational aggression, be it physical or verbal, has become a global problem in work settings and occupational groups. The incidence of confrontational situations has gained momentum in recent years and is now a priority concern for most workplaces with a service-oriented environment.

These conflictive situations can occur in a number of settings within the workplace. Either internally such as face-to-face, telephone or email communication, or externally when offsite working in the community.

Our core training covers the following settings in which these situations occur: Face to face, by phone or email, in the workplace, in the field.

Date: Thursday 26th March 2026

Time: 9:00am - 12:30

Venue: Townsville Housing Service Centre

Ground floor, 101 Sturt St, Townsville City QLD

Tickets:

Member of Q Shelter or ATSI Housing QLD $115

Non Members $145

Students $72 (please contact us for the code to register)

People with experience of living in social or affordable housing, homelessness, or housing need (please contact us for the code to register)

• All ticket prices exclude gst

• To book for more than 5 members of your organisation, contact us for a discounted rate.

• Accessibility and inclusion are very important to us. Please let us know what you need to participate in this event through the registration process.

This training covers settings and scenarios relevant to your employees and provides staff with the necessary toolkit to manage confrontation and aggressive behaviours. The aim of all our training is to prevent any situation from escalating to physical interaction. We focus on provided informative, practical training where staff learn in an interactive environment.

This training covers approaches to de-escalation with practical examples, spatial awareness, boundaries, unacceptable behaviour frameworks and is interactive and focused on real life examples in your day to day work. It will cover a variety of situations and the trainers have been prepared with information about the current issues workers are managing through the housing crisis. It will cover:

• Situational awareness and how to position yourself in your environment
• Tactical stance and how to quickly get our of confrontational situations
• Environmental factors and considerations around things like duress alarm/uniform etc
• Handling situations where someone touches you
• Managing situations if someone engages with you outside of work and social media risks and advice
• Emotional regulation
• Post incident procedures and debriefing including critical incidents
• Role playing to build confidence and skills
  

Please contact the Q Shelter Events Team on events@qshelter.asn.au if you are experiencing any barriers for registering.