De-escalation Course (Australia) 2026

1. Tanong 1 ng 25

   How does Safe Work Australia describe workplace violence and aggression?

   • ARude comments made to staff outside working hours
   • BAny argument between two co-workers on a shift
   • COnly physical attacks that cause a serious injury to staff
   • DBeing abused, threatened or assaulted while working
   Ipakita ang sagot

   Sagot: 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. Tanong 2 ng 25

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

   • AIt is harmless if nobody is touched
   • BIt can harm mental health and can escalate
   • CIt is part of the job and should be ignored
   • DIt is only a problem if it is recorded
   Ipakita ang sagot

   Sagot: 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. Tanong 3 ng 25

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

   • AThe PCBU (the business or undertaking)
   • BThe local council for the area
   • COnly the police in that state or territory
   • DEach customer who visits the workplace
   Ipakita ang sagot

   Sagot: 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. Tanong 4 ng 25

   What is one duty that workers have under WHS laws?

   • AInvestigate every assault on their own
   • BWork alone whenever a manager asks them to
   • CRestrain any customer who becomes aggressive
   • DFollow reasonable instructions and policies
   Ipakita ang sagot

   Sagot: 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. Tanong 5 ng 25

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

   • ATell the employer as soon as possible
   • BLeave the job and never return
   • CAsk the person to sign a statement
   • DWait until the end of the shift to say anything
   Ipakita ang sagot

   Sagot: 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. Tanong 6 ng 25

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

   • AIt is only needed for managers and supervisors
   • BIt replaces the need for alarms and lighting
   • CIt should not be the main way to control it
   • DIt is the only control a business needs
   Ipakita ang sagot

   Sagot: 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. Tanong 7 ng 25

   Which level of government issues security licences in Australia?

   • ASafe Work Australia in Canberra
   • BEach state and territory
   • CThe federal Attorney-General's Department
   • DThe Australian Federal Police
   Ipakita ang sagot

   Sagot: 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. Tanong 8 ng 25

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

   • AThat they have broken the law
   • BThat they want to fight
   • CThat they are being dishonest
   • DThat they are in distress
   Ipakita ang sagot

   Sagot: 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. Tanong 9 ng 25

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

   • AAsking for the manager's name
   • BClenched fists and pacing
   • CSitting still and speaking softly
   • DSmiling and making small talk
   Ipakita ang sagot

   Sagot: 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. Tanong 10 ng 25

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

    • AViolence may be close
    • BThe patron is joking
    • CThe patron is relaxed
    • DThe patron wants to leave
    Ipakita ang sagot

    Sagot: A. Violence may be close

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

11. Tanong 11 ng 25

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

    • ANothing, as online abuse does not count
    • BA screenshot of the messages
    • COnly a note written from memory
    • DA reply sent back to the person
    Ipakita ang sagot

    Sagot: 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. Tanong 12 ng 25

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

    • AHelp the person calm down first
    • BExplain the entry rules in detail
    • CTell them they are being unreasonable
    • DAsk for their ID straight away
    Ipakita ang sagot

    Sagot: 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. Tanong 13 ng 25

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

    • ALeave
    • BListen
    • CLead
    • DLocate
    Ipakita ang sagot

    Sagot: B. Listen

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

14. Tanong 14 ng 25

    Why do you offer reflective comments when someone is upset?

    • ATo show you have heard their concerns
    • BTo bring the conversation to an end sooner
    • CTo fill any silence as quickly as you can
    • DTo prove to them that they are wrong
    Ipakita ang sagot

    Sagot: 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. Tanong 15 ng 25

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

    • AWait for the police before speaking to them
    • BWait at a safe distance until your shift is over
    • CWait for the person to apologise to you first
    • DWait for the person to let out their frustration
    Ipakita ang sagot

    Sagot: 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. Tanong 16 ng 25

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

    • A"Calm down right now, please."
    • B"That's not my problem, sorry."
    • C"I can see you're upset."
    • D"You're overreacting to this."
    Ipakita ang sagot

    Sagot: 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. Tanong 17 ng 25

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

    • AUpset people may not follow complicated statements
    • BIt makes your incident report a lot shorter
    • CSimple questions sound more official and formal
    • DLong questions are against the venue's house rules
    Ipakita ang sagot

    Sagot: 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. Tanong 18 ng 25

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

    • AAsk them to repeat their story more loudly
    • BTell them to go to the back of the queue again
    • CGather a group of staff in a circle around them
    • DOffer to talk somewhere else, like outside
    Ipakita ang sagot

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

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

19. Tanong 19 ng 25

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

    • ATo show that you know more than them
    • BTo bring the talk to an end
    • CTo correct the way they speak
    • DTo check you have understood
    Ipakita ang sagot

    Sagot: D. To check you have understood

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

20. Tanong 20 ng 25

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

    • AWhenever any person raises their voice at you
    • BIf it turns physical or a person threatens assault
    • COnly after the shift has finished and staff are safe
    • DOnly if a manager agrees to it first
    Ipakita ang sagot

    Sagot: 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. Tanong 21 ng 25

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

    • ATry to talk the person out of the robbery
    • BLock the doors to trap the person inside
    • CFollow them outside to get their car's number plate
    • DGive them what they want; do not follow them
    Ipakita ang sagot

    Sagot: 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. Tanong 22 ng 25

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

    • AHand the person your radio
    • BStay until your supervisor arrives
    • CRemove yourself from the situation
    • DUse force to end the conversation
    Ipakita ang sagot

    Sagot: 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. Tanong 23 ng 25

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

    • AThey are only needed in banks and post offices
    • BThey replace the need for staff on site
    • CThey should be switched off at night to save power
    • DThey should be maintained and tested often
    Ipakita ang sagot

    Sagot: 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. Tanong 24 ng 25

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

    • AWrite your incident report
    • BMake sure everyone is safe
    • CReview the security cameras
    • DPost about it to warn others
    Ipakita ang sagot

    Sagot: 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. Tanong 25 ng 25

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

    • AOnly if the media reports on the incident
    • BWhen it causes a death or serious injury
    • CEvery time someone swears at a worker
    • DWhenever a customer makes a complaint
    Ipakita ang sagot

    Sagot: 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.

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