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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.

  • Cursus
  • Australië
  • 25 vragen
  • Gecontroleerd op 13 oktober 2026

Kort antwoord

Deze gratis cursus heeft ongeveer 30 minuten lessen en een toets van 25 vragen. Haal 80% of meer om een bewijs van deelname te downloaden (privé, niet geaccrediteerd). Gecontroleerd aan de hand van officiële bronnen op 13 oktober 2026.

Begin met de lessenDe-escalation Course (Australia): Lessons: ongeveer 30 minuten leestijd. Elke testvraag wordt in de lessen behandeld.

Wat je leert

  • 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

Haal 80% of meer om je certificaat te downloaden.

  1. Vraag 1 van 25

    How does Safe Work Australia describe workplace violence and aggression?
    Toon antwoord

    Antwoord: D. Being abused, threatened or assaulted while working

    Safe Work Australia describes it as incidents where a person is abused, threatened or assaulted at the workplace or while they are working.

  2. Vraag 2 van 25

    A customer keeps yelling and calling a guard names every night. What does Safe Work Australia say about this kind of behaviour?
    Toon antwoord

    Antwoord: B. It can harm mental health and can escalate

    Swearing, yelling, name-calling and taunting can harm mental health over time and can escalate, so they should be reported and managed.

  3. Vraag 3 van 25

    Under the model WHS laws, who must manage the risk of workplace violence and aggression?
    Toon antwoord

    Antwoord: A. The PCBU (the business or undertaking)

    PCBUs must manage the health and safety risks of workplace violence and aggression, including from customers and clients.

  4. Vraag 4 van 25

    What is one duty that workers have under WHS laws?
    Toon antwoord

    Antwoord: D. Follow reasonable instructions and policies

    Workers must take reasonable care for their own and others' safety and follow reasonable instructions and policies for preventing and responding to violence.

  5. Vraag 5 van 25

    A worker stops a task because a person has threatened to assault them. What must the worker do next?
    Toon antwoord

    Antwoord: A. Tell the employer as soon as possible

    Workers may stop unsafe work if there is a serious risk from an immediate or imminent hazard, but they must tell the employer as soon as possible and be available for other suitable work.

  6. Vraag 6 van 25

    What does NT WorkSafe say about de-escalation training as a way to control the risk of violence?
    Toon antwoord

    Antwoord: C. It should not be the main way to control it

    NT WorkSafe says training should not be viewed as the main way to control the risk; it works with physical controls such as alarms and a safe retreat.

  7. Vraag 7 van 25

    Which level of government issues security licences in Australia?
    Toon antwoord

    Antwoord: B. Each state and territory

    Security licences are issued by each state and territory. In Victoria, for example, Victoria Police's Licensing and Regulation Division regulates the industry.

  8. Vraag 8 van 25

    According to NSW Health, what may a person's anger be a sign of?
    Toon antwoord

    Antwoord: D. That they are in distress

    NSW Health notes that anger may be a sign that the person is in distress, often with fear or frustration underneath.

  9. Vraag 9 van 25

    Which set of behaviours is listed as an indicator that violence may be close?
    Toon antwoord

    Antwoord: B. Clenched fists and pacing

    Victoria's Child Protection Manual lists clenched fists or teeth, rapid breathing, pacing and violent gestures among the indicators of imminent violence.

  10. Vraag 10 van 25

    A patron points at you, swears constantly and switches quickly from laughing to shouting. What do these signs suggest?
    Toon antwoord

    Antwoord: A. Violence may be close

    Violent gestures such as pointing, excessive swearing and rapid mood swings are listed as indicators of imminent violence.

  11. Vraag 11 van 25

    A person sends a guard abusive messages online. What does Safe Work Australia suggest the guard keep?
    Toon antwoord

    Antwoord: B. A screenshot of the messages

    Safe Work Australia's information for workers says to keep a record of what happened, including a screenshot if the behaviour happens online.

  12. Vraag 12 van 25

    A person is enraged about being refused entry. What should you do before trying to solve the problem?
    Toon antwoord

    Antwoord: A. Help the person calm down first

    NSW Health says it is not possible to reason or problem-solve with someone who is enraged. Calm the person first, then deal with the issue.

  13. Vraag 13 van 25

    In the LOWLINE approach, what does the first L stand for?
    Toon antwoord

    Antwoord: B. Listen

    LOWLINE starts with Listen: listen to what the issue is and the person's concerns.

  14. Vraag 14 van 25

    Why do you offer reflective comments when someone is upset?
    Toon antwoord

    Antwoord: A. To show you have heard their concerns

    In LOWLINE, the O means offering reflective comments to show you have heard what the person's concerns are.

  15. Vraag 15 van 25

    In LOWLINE, what does the W (wait) step mean?
    Toon antwoord

    Antwoord: D. Wait for the person to let out their frustration

    W means waiting until the person has released their frustration and explained how they feel.

  16. Vraag 16 van 25

    Which statement is a good way to acknowledge a person's distress?
    Toon antwoord

    Antwoord: C. "I can see you're upset."

    NSW Health suggests acknowledging distress with a simple statement such as "I can see you're upset" and then asking a gentle question.

  17. Vraag 17 van 25

    Why should you keep your questions simple when a person is upset?
    Toon antwoord

    Antwoord: A. Upset people may not follow complicated statements

    NSW Health notes that people who are upset often cannot follow complicated statements, so short, simple questions work better.

  18. Vraag 18 van 25

    An upset person is getting more agitated in a busy foyer. What is a helpful option?
    Toon antwoord

    Antwoord: D. Offer to talk somewhere else, like outside

    Offering a change of setting, such as talking outside, can help an upset person settle.

  19. Vraag 19 van 25

    After listening without interrupting, why should you sum up what the person said in your own words?
    Toon antwoord

    Antwoord: D. To check you have understood

    Summarising in your own words checks that you have understood and shows the person you were listening.

  20. Vraag 20 van 25

    According to Safe Work Australia, when should a worker seek police help during an incident?
    Toon antwoord

    Antwoord: B. If it turns physical or a person threatens assault

    Seek police help if behaviour becomes physical or threatens physical assault, and call 000 if anyone is in immediate danger.

  21. Vraag 21 van 25

    During an armed hold-up, what does WA's code of practice advise?
    Toon antwoord

    Antwoord: D. Give them what they want; do not follow them

    WA's code says to give the person what they want, let them leave, do not follow them, and call 000.

  22. Vraag 22 van 25

    You feel your safety is at risk while speaking with an aggressive person. What may you do?
    Toon antwoord

    Antwoord: C. Remove yourself from the situation

    NSW Health says you can leave if you feel unsafe, and WA's code says workers can remove themselves from serious and imminent risk without fear of being penalised.

  23. Vraag 23 van 25

    What does NT WorkSafe say about communication and alarm systems such as duress alarms?
    Toon antwoord

    Antwoord: D. They should be maintained and tested often

    NT WorkSafe lists communication and alarm systems that are in place, regularly maintained and tested as a control for work-related violence.

  24. Vraag 24 van 25

    An aggressive incident has just ended. What is the first thing to do?
    Toon antwoord

    Antwoord: B. Make sure everyone is safe

    Safe Work Australia and NT WorkSafe both list making sure everyone is safe as the first step after an incident, followed by first aid, support and reporting.

  25. Vraag 25 van 25

    When must the WHS regulator be notified about a violent incident?
    Toon antwoord

    Antwoord: B. When it causes a death or serious injury

    The regulator must be notified if an incident results in a death or serious injury, such as one needing immediate hospital treatment.

Wat je moet weten voor het 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.

Veelgestelde vragen

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.

Is het certificaat geaccrediteerd of officieel erkend?

Nee. Het is een privé bewijs van deelname, alleen voor je kennis. Het is niet erkend, geaccrediteerd of goedgekeurd door een overheid, vergunningsinstantie, toezichthouder of onderwijsinstelling, en het vervangt geen wettelijk verplichte vergunning, certificering of opleiding.

Bronnen

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