Conflict De-Escalation: Workplace Training

Richard Skiba

doi:10.4236/jss.2020.87013

Abstract

This paper considers the use of de-escalation techniques to manage aggressive behaviours such as challenging behaviours, behaviours of concern, verbal abuse, threats and threatening behaviours, and physical assault from a workplace perspective. The techniques are presented as training requirements for a program to develop competency and confidence in de-escalation practices. Training in this area should cover a range of performance and knowledge requirements inclusive of sources of anger and aggression and how they can lead to violence, undertaking situational risk assessment, use of de-escalation techniques, and self-care.

Highlights

Any person in any workplace could be exposed to actual or potential violence; some occupations are more likely than others to be at risk of exposure to incidents that may result in violence
This paper considers the use of de-escalation techniques to manage aggressive behaviours such as challenging behaviours, behaviours of concern, verbal abuse, threats and threatening behaviours, and physical assault from a workplace perspective
Training in this area should cover a range of performance and knowledge requirements inclusive of sources of anger and aggression and how they can lead to violence, undertaking situational risk assessment, use of de-escalation techniques, and self-care

Summary

Introduction

Any person in any workplace could be exposed to actual or potential violence; some occupations are more likely than others to be at risk of exposure to incidents that may result in violence. Safe Work Australia (2020) defines that “work-related violence can be any incident where a person is abused, threatened or assaulted in circumstances relating to their work”. It can occur at the workplace, or anywhere an individual is performing their job away from the work site, and can range from threats and verbal abuse to physical assaults and homicide and can affect and involve employees, clients, customers and visitors. OHSA notes that employees working alone, working late at night, or working in high-crime areas, are all more likely to be subjected to an act of violence

Methods

Discussion

Conclusion