De-escalate challenging interactions and turn tension into productive outcomes

You can’t always choose the situation you find yourself in, but you can choose how you respond.

Emotionally charged interactions can escalate quickly when we react rather than respond. Our assumptions, interpretations and emotional triggers can influence how we feel and behave – often before we’re consciously aware of them.

Developing greater emotional intelligence can help create space between what happens and what you do next. This strengthens your ‘Response-Ability’ – your ability and freedom to choose how you respond.

Join award-winning leadership expert Martin Probst for this highly interactive 90-minute online session. You’ll explore practical strategies to recognise triggers, regulate emotions and respond with greater intention.

Using the Behaviour Iceberg and practical de-escalation approaches, you’ll learn how to look beyond the behaviour you see and become curious about what may be driving it. You’ll also explore ways to reduce tension rather than unintentionally amplify it.

The goal isn’t to suppress emotions or control others. It’s to manage your own response, better understand what may be happening beneath the surface and create the conditions for more constructive conversations.

What you’ll gain

By the end of the session, you’ll be better equipped to:

recognise emotional triggers and interrupt automatic reactions
create a purposeful pause and choose a more intentional response
regulate emotions and communicate more effectively under pressure
look beyond behaviour to better understand what may be driving it
apply practical strategies to de-escalate tension and create more constructive interactions.

Who should attend?

This session is for staff working in CHSP-funded and Support at Home-funded aged care programs who want practical strategies to navigate emotionally charged or challenging interactions.

Meet your facilitator

Martin Probst is an international bestselling author and leadership expert with more than 20 years of experience in human-centred leadership.

Martin was named Learning Professional of the Year at the 2019 Australian Learning Impact Awards. He is the founder of PROfound Leadership, which received the 2023 MBN Leadership Award.

Across his career, Martin has worked on six continents across a range of sectors. He has delivered more than 500 workshops, spent more than 10 years in formal education and completed more than 1,100 hours of one-on-one coaching.

Martin is known for his practical and approachable facilitation style. He creates supportive and inclusive learning environments where participants can engage with new ideas, explore different perspectives and learn strategies they can apply in their work.

Presented by

The SSD Connect Alliance

Please note – live attendance is essential
This workshop will not be recorded, and we do not send slides, tools or resources to people who register but do not attend.

Important

You’ll receive confirmation and event information from The SSD Connect Alliance via Humanitix. Some work email systems block these messages.

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Your confirmation email within 30 minutes, or
Your pre-event email 7 days before the event

Check your spam/junk folder or talk to your IT team.

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IP addresses: 198.244.54.51, 159.135.226.224

Funded by the Australian Government Department of Health, Disability and Ageing. Although funding for this event has been provided by the Australian Government, the material contained herein does not necessarily represent the views or policies of the Australian Government.

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