Tense situations arise frequently in health-care settings, and they escalate to violence far too frequently. The purpose of this course is to teach participants how to notice tense situations from the outset and to defuse them before they get worse. The course not only reminds the participant about important behaviours for listening and communicating well, but also teaches new techniques for de-escalating tension in the workplace.
The manual is part of a broader set of material for training in de-escalation, comprising a trainers’ manual and a dedicated presentation.
