Occupational Violence and Aggression

Course Description

The Occupational Violence and Aggression training will provide an overview of the hazards and de-escalation methods for dealing with Anger and Aggression in a Healthcare facility.

Course Content

  • Understanding violence and the key indicators.
  • The zero tolerance policy and how it should be implemented.
  • Customer service principles and their application in the Healthcare Industry.
  • Identifying and applying strategies available to them for risk management to prevent violence.
  • Identifying and selecting appropriate response options when confronted with violent behaviour.
  • Identifying aggressive behaviour that may escalate to violence if not managed properly.
  • Providing personal safety and the safety of others when confronted with aggressive, intimidating, threatening or violent behaviour.
  • Using verbal and non-verbal communication strategies to de-escalate violent behaviour where appropriate.
  • The importance of validation and how to validate a person effectively.
  • Identifying when, how and who to call for assistance.
  • Knowing the location and use of duress alarms and personal alarm units.
  • Understanding the management of other staff also involved in a duress response.
  • Debriefing and using personal reflective practices to review and improve outcomes.
  • Identifying available support services following a violent incident.
  • Identifying how management can provide post-incident support services, including the Employee Assistance Program (EAP) and Workers Compensation.
  • Dealing with armed confrontations.
  • Escape procedures.

Course Duration

The course is delivered as a workshop over a 90 minute period.

Delivery mode

Training is delivered face to face as a workshop style session requiring active participation from participants.

Award and Recognition

Successful participants will be awarded a Certificate of Attendance.


There are no pre requisites for this course

Further Information

For more information please contact EMS on 1300 133 302 or visit www.ems.edu.au