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Psychological Safetyat Work
All courses

Australia

Managing Customer & Client Aggression

Recognise escalation, use safe communication and exit protocols, and improve organisational controls after incidents.

Managing Customer & Client Aggression

Recognise escalation, use safe communication and exit protocols, and improve organisational controls after incidents.

For

Retail, healthcare, aged care, transport and contact-centre teams

Learning outcomes

  1. Assess immediate safety and recognise when de-escalation is unsafe
  2. Use boundaries, exits and escalation arrangements appropriate to the setting
  3. Record incidents and improve systems while supporting recovery

Delivery options

  1. 15-minute micro-course
  2. 2-hour facilitated situational de-escalation drills
  3. 2-hour situational de-escalation drills

Educational draft for review, not legal advice, accreditation or proof of compliance. Confirm current Commonwealth, state or territory law and relevant industrial instruments. Training supports, but does not replace, effective risk controls. Suggested learning durations and refresh reviews are programme recommendations, not universal statutory requirements.

Outline

  1. 1. Exposure-specific risk control

    • Assess immediate safety and recognise when de-escalation is unsafetext
    • Use boundaries, exits and escalation arrangements appropriate to the settingtext
    • Record incidents and improve systems while supporting recoverytext

  2. 2. Scenario lab and practical tools

    • Decision scenario: choose a safer responsetext
    • Workplace toolkit and action commitmenttext

  3. 3. Knowledge check

    • Apply the learning: four-question assessmentquiz