Be Ready to Respond: De-Escalation Skills that Make a Difference

Knowing how to calm an angry, anxious, or hostile person helps create safer workplaces and environments for everyone.

We can help you recognize the warning signs of potential violence and understand the anger cycle, which will empower you in a variety of situations. You can also learn and practice assertive communication skills for defusing aggressive people.

While every circumstance is unique, the skills and knowledge gained from this topic can be applied to a wide range of scenarios. The main thing you’ll learn is how to take a less confrontational approach so you can gain control of the situation.

No, De-escalating Potentially Violent Situations is not the same as NVCI. NVCI teaches you physical techniques to safely disarm an individual who has already become violent. Our De-escalating Potentially Violent Situations™ training teaches you how to de-escalate an angry person before they become violent using interpersonal communication techniques and regulation skills — we do not teach any physical holds or restraints.

Anyone working in settings where conflict or risk of violence may arise can benefit from workplace violence prevention training in Canada. This includes, but is not limited to, professionals in:

• • Healthcare and social services
• • Education
• • Community Organizations
• • Public Service, government, and law enforcement
• • Customer service and retail
• • Transportation and frontline roles.
• • Healthcare and social services

Under Canadian occupational health and safety legislation, employers have a legal responsibility to provide a safe working environment, which includes assessing risks and training employees in how to prevent and respond to potential violence. This makes violence prevention training not just beneficial, but often required, as part of a comprehensive workplace safety strategy.

Training helps organizations:

• • Reduce incidents and improve team confidence
• • Foster trauma-informed and respectful workplace culture

Even workplaces that don’t consider themselves “high-risk” can encounter volatile situations—from client outbursts to team conflict. Proactive training ensures staff feel prepared, protected, and supported.