De-escalation in Action
Practical de-escalation skills for managing communication under pressure.
About this Workshop
When situations escalate, even capable people can react instead of respond and that affects performance, relationships, and trust. De-escalation in Action focuses on communication under pressure. In education, health, customer-facing, and leadership roles, difficult conversations are part of the job. When emotions rise, tone shifts, decision making narrows, and small issues can escalate quickly. This practical 3 hour workshop gives participants a clear structure for managing those moments with steadiness and confidence. Over the session, we work through: Spotting early warning signs: Learn how to recognise escalation early in others and in yourself so you can respond before things tip. Understanding what happens under pressure: Explore how stress affects tone, body language, and thinking, and how to respond in ways that help settle rather than inflame a situation. A clear approach to de-escalation: Practise a structured way to respond when emotions run high, helping conversations move forward without power struggles. Clear and kind boundaries: De-escalation is not about giving in. We practise language that maintains authority while reducing tension, including how to respond to interruptions, raised voices, or unrealistic demands. Realistic scenario practice: Participants work through practical scenarios, test responses, and build confidence in real time. After care and reset: Managing escalation takes energy. We cover simple strategies to reset after difficult encounters so stress doesn’t carry into the next interaction. Organisational impact: • More consistent responses across staff • Reduced unnecessary escalation • Stronger working relationships • Greater confidence under pressure • Clearer boundaries without damaging trust Participants leave with shared language, a clear structure, and practical experience applying it. De-escalation in Action is particularly valuable for: • Education teams • Healthcare staff • Customer-facing and service roles • Anyone in a public facing role • Leaders managing difficult conversations Individuals can register and pay online by card. If you prefer to pay via invoice instead, please contact ilona@tuiaconnect.co.nz
Workshop Dates
Cancellations & Changes
We understand that plans can change. If you’re no longer able to attend your booked workshop, please let us know as soon as possible by emailing ilona@tuiaconnect.co.nz Cancellations made 7 or more days before the workshop You’ll receive a full refund (less any payment processing fees). Cancellations made within 7 days of the workshop You’re welcome to transfer your place to someone else from your organisation, or we can hold a credit for a future session. No-shows on the day Once the workshop has started, we’re unable to offer refunds or transfers. If Tuia Connect needs to postpone or cancel a workshop for any reason, you’ll be offered a full refund or the option to transfer to a new date. We aim to be fair and flexible while also ensuring spaces are available for those ready to attend.
Need help or have questions?
ilona@tuiaconnect.co.nz