De-escalation Course (Australia) 2026

This course is for security officers and other frontline workers in Australia who deal with upset, angry or aggressive people. It covers WHS duties, the warning signs of aggression, calm communication, staying safe and what to do after an incident. It is background knowledge only: working as a security officer needs a licence from your state or territory, which includes approved training such as the Certificate II in Security Operations in Queensland.

Formation
Australie
25 questions
Vérifié le 13 octobre 2026

En bref

Ce cours gratuit comprend environ 30 minutes de leçons et un test de 25 questions. Obtenez 80 % ou plus pour télécharger une attestation de réussite (privée, non accréditée). Vérifié à partir des sources officielles le 13 octobre 2026.

Commencez par les leçonsDe-escalation Course (Australia): Lessons : environ 30 minutes de lecture. Chaque question du test est traitée dans les leçons.

Ce que vous allez apprendre

Explain the duties of employers and workers on workplace violence and aggression
Recognise warning signs that a person may become violent
Use calm listening steps such as LOWLINE to settle an upset person
Know when to leave, call for help, contact police or call 000
Take the right steps after an incident, including reporting and support

Obtenez 80 % ou plus pour télécharger votre certificat.

À savoir avant l’examen

Under the model WHS laws, businesses must manage the risks of workplace violence and aggression, including from customers and the public.
Workers may stop unsafe work if there is a serious risk from an immediate or imminent hazard, such as a threatened assault, and must tell the employer as soon as possible.
NSW Health notes that anger may be a sign of distress, and that you cannot reason with someone who is enraged until they calm down.
Seek police help if behaviour becomes physical or threatens assault, and call 000 if anyone is in immediate danger.
The WHS regulator must be notified if an incident causes a death or serious injury, such as one needing immediate hospital treatment.

Questions fréquentes

Do I need a licence to work as a security officer in Australia?

Yes. Each state and territory issues its own security licences and sets the training, such as the Certificate II in Security Operations (CPP20218) in Queensland. This course is background knowledge only and does not replace that training.

What is LOWLINE?

It is a listening method from NSW Health: Listen, Offer reflective comments, Wait, Look, Incline your head, Nod and Express empathy.

What if de-escalation does not work?

Put safety first. Move to a safe place, call co-workers or use a duress alarm, contact police if the behaviour turns physical or threatening, and call 000 if anyone is in immediate danger.

Where can I get support after a violent incident?

Talk to your supervisor and use your employer's support, such as an Employee Assistance Program. You can also call Lifeline on 13 11 14 or Beyond Blue on 1300 224 636.

L’attestation est-elle accréditée ou reconnue officiellement ?

Non. C’est une attestation de réussite privée, uniquement pour vos connaissances. Elle n’est reconnue, accréditée ni approuvée par aucun gouvernement, organisme de délivrance des permis, autorité de réglementation ou établissement d’enseignement, et elle ne remplace aucun permis, aucune certification ni aucune formation exigés par la loi.