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Psychological Safetyat Work
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De-escalating Third-Party & Customer Aggression: Foundation Micro-Course

A 15-minute foundation micro-course on calm verbal de-escalation, behavioural boundary-setting, dynamic risk assessment and rapid incident handover for frontline, healthcare, retail and contact centre staff.

This helps frontline workers respond to aggression from customers, patients, visitors and other third parties. It covers practical verbal techniques, how to state clear behavioural limits, how to keep reassessing risk as a situation changes, and how to hand over an incident quickly and clearly. It is general good practice only. It does not state what any law requires in any country, and it cannot replace workplace controls, employer procedures or consultation with employees. All content needs human review before use.

Outline

  1. 1. Responding to Aggression: Skills and Safety Judgement

    • Lesson 1: Verbal De-escalation and Behavioural Boundariestext
    • Lesson 2: Dynamic Risk Assessment and Rapid Handovertext

  2. 2. Final Quiz

    • Knowledge Check: De-escalating Third-Party & Customer Aggressionquiz