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Escalated Behaviours: Prevention In Practice

This course builds awareness and develops practical skills for staying calm, communicating effectively, and de-escalating challenging situations.

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  • Course length
    1 day course
  • Course price
    $195.00
  • Certificate upon completion

Private training only

Private training offers a convenient and cost-effective solution for organizations with 10+ participants. Course content is tailored to reflect your specific workplace needs and can be delivered either virtually or onsite.

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About This Course

Escalated Behaviours in Practice builds the awareness and situational judgment to prevent everyday interactions with clients, customers, or the public from spiraling into crisis, and turns it into a practical skill set for staying steady when a situation escalates. This course is divided into two parts.

In Part 1,  you’ll explore how stress, trauma, and personal bias shape behaviour, learn to spot the early verbal, paraverbal, and non-verbal cues that signal a situation is escalating, and practice applying person-centered de-escalation strategies in realistic workplace scenarios — so you can respond calmly and safely, well before a moment reaches its peak.

In Part 2, you’ll strengthen your ability to regulate your own stress response, apply PSHSA’s AVE Framework — Approach, Validate, Engage — to work through tense interactions step by step, and choose language and tone that calm rather than inflame. The course closes with guidance on recognizing when to shift strategy or step back safely, so you always have a path forward.

What You'll Learn

In Part 1:

  • Identify early cues that signal escalation before a situation intensifies
  • Explain how stress, trauma, and personal biases shape behaviour
  • Use practical, person-centered de-escalation strategies in realistic workplace scenarios

In Part 2:

  • Recognize the early signs of escalation before a situation peaks
  • Regulate your own stress response in the moment
  • Respond using the AVE Framework: Approach, Validate, Engage
  • Communicate using words and tone that calm rather than inflame
  • Recognize when to shift strategy or step back safely

Who Is This Course For

Workers, supervisors, and support staff who want practical, in-the-moment tools for regulating their own response, communicating calmly, and safely navigating escalating interactions with clients, customers, or the public.

Description

Escalated Behaviours in Practice builds on the awareness developed in Part 1, turning it into a practical skill set for staying steady when a situation escalates. You’ll strengthen your ability to regulate your own stress response, apply PSHSA’s AVE Framework — Approach, Validate, Engage — to work through tense interactions step by step, and choose language and tone that calm rather than inflame. The course closes with guidance on recognizing when to shift strategy or step back safely, so you always have a path forward.