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Escalated Behaviours In Practice: Responding with Confidence

Building on the awareness gained in Escalated Behaviours: Prevention Through Awareness, this course develops practical skills for staying calm, communicating effectively, and de-escalating challenging situations.

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  • Course time
    4 hours
  • Course price
    $99.00
  • Certificate upon completion

Learners are required to have completed Escalated Behaviours: Prevention Through Awareness before taking this course.

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: Responding with Confidence builds on the awareness developed in Prevention Through Awareness, 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.

What You'll Learn

  • 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 have completed Escalated Behaviours: Prevention Through Awareness and 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.