A Trusted Learning and Development Advisor
A Trusted Learning and Development Advisor
How practical de-escalation training helped regional health staff stay calm, respectful and safe during difficult interactions.
Walhallow Aboriginal Corporation Health Services plays an important role in supporting the health and wellbeing of people across Quirindi, Walhallow and Coledale. Its services include GPs, nurses, Aboriginal Health Practitioners, health screening, visiting clinics, transport support and community programs. If you want to meet some of the most wonderful people in Australia, this is a very good place to start.
People in regional and rural areas do not always have the same range of services close at hand as those in metropolitan areas. Staff often work with limited resources, broad responsibilities and people they may know through the wider community.
Walhallow recognised that delivering exceptional care also meant preparing its people for the occasional difficult or aggressive interaction.
Aggression in a health setting is rarely just about the conversation taking place at that moment. A person may be frightened, frustrated, unwell, marginalised or feel they have not been heard, and may carry frustration from previous experiences into the interaction. In a regional setting, there may also be fewer people available to step in. Walhallow wanted its staff to remain empathetic and respectful without accepting aggressive behaviour as simply part of the job.
In October 2022, Preferred Training Networks worked with Walhallow Aboriginal Corporation to deliver De-escalating Conflict in Health across two programs. Participants came from nursing, reception, administration, community health, Aboriginal health and clinical coordination roles, and some Centrelink staff also attended.
The evaluation feedback was extremely strong across both programs. In the first workshop, most participants rated the training, materials, facilitator fit, subject knowledge and learning environment at 10 out of 10. The second program produced similarly strong feedback, with participants identifying practical changes to how they would listen, communicate and respond to aggression.
The training focused on practical approaches staff could use in real interactions.
Key elements of the approach included:
What stands out about Walhallow is the bigger picture. Regional health services need to make every dollar, every staff member and every service count, so training has to be practical. It needs to help people deal with the situations they actually face and contribute to better care, rather than adding another layer of theory. Walhallow’s investment in de-escalation was part of that broader commitment to its workforce and the community it serves.
In a regional health setting, staff often need to make good decisions on their own.
The training helped them communicate calmly and recognise when a situation is moving beyond what they can safely manage.
Participants highlighted changes including:
One participant described the program as particularly effective because people could share different experiences and learn through discussion and storytelling.
Preferred Training Networks was proud to support Walhallow Aboriginal Corporation Health Services in helping its people continue delivering respectful, culturally appropriate and accessible care across its communities.
In the first workshop, most participants rated the training, materials, facilitator fit, subject knowledge and learning environment at 10 out of 10.
The second program produced similarly strong feedback, showing the approach worked across different groups.
Participants committed to greater empathy, active listening, better communication and new approaches to de-escalation.
David is an excellent training facilitator. He took the time to adapt examples that we could really relate to. He is an EXCELLENT listener! And he is really good at picking apart what individuals say (in a good way) and applying the training to situations we bring forward. As someone who rarely feels comfortable speaking up in a situation like this, his approach was very much appreciated.
Preferred Training Network developed a coaching training package that really met our needs and they made the contextualizing process so easy. Their customer service before and after was excellent and their trainer was refreshing and innovative and really knew his stuff. A pleasure to do business with.
Aligns with recognising early signs of escalation and using structured de-escalation approaches.
Aligns with responding with empathy to people who are frightened, frustrated or unwell.
Aligns with looking after personal wellbeing after difficult interactions.
Health and community service staff deserve to feel prepared when an interaction becomes difficult. Preferred Training Networks develops customised workplace training programs around the situations your people actually face, from listening with empathy and recognising early warning signs to having a plan and supporting colleagues after an incident.
