Mental Health, Wellbeing and De-Escalation Training

Training that helps people recognise risk, support wellbeing, and respond confidently in challenging situations.

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The idea that people should simply "toughen up" and get on with it can prevent organisations from recognising and responding to psychosocial risks which can have lasting impacts on workers and their families. IMPAC's courses help build the knowledge and skills needed to recognise concerns early, support wellbeing, and respond effectively when situations become challenging

Our Courses
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IMPAC Training

Category overview

The expectation that "the customer is always right" and workers should simply "harden up" or "take it on the chin" does little to help people navigate the growing range of pressures, interactions, and situations that can negatively affect their wellbeing.

Our experienced trainers use discussions, practical activities, and realistic examples to help learners build the confidence and skills needed to respond to challenging situations in their day-to-day roles. By connecting the learning to real workplace experiences, participants are better able to recognise concerns, support others, and respond appropriately when situations arise.

Whether it is aggressive or abusive behaviour, high workloads, workplace conflict, or someone experiencing a mental health challenge, these courses help people recognise concerns, take appropriate action, and respond effectively when it matters most.

Key Focus Areas

What this training covers

Recognising Concerns and Early Warning Signs

Develop the ability to recognise early signs that someone may need support or that a situation is beginning to escalate, and understand the role early intervention can play.

Responding to Challenging Situations

Build confidence in responding to difficult interactions and challenging situations. Learn practical strategies that can help prevent situations from escalating and support appropriate responses.

Supporting Wellbeing and Mental Health

Develop an understanding of the factors that influence wellbeing and mental health. Explore practical ways to support yourself and others in the workplace.

Taking Appropriate Action

Understand the importance of personal boundaries, personal safety, and seeking support when needed. Learn how and when to connect people with appropriate workplace, community, or professional support services.

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Available Courses

Our Mental Health, Wellbeing and De-Escalation courses

View Full Course Catalogue

Working with New Zealand's legal framework

Applicable Safety Regulations and Standards

Supporting wellbeing in the workplace includes understanding relevant legislation, standards, and guidance. Relevant legislation and guidance may include:

  • Health and Safety at Work Act 2015 (HSWA) — The primary health and safety legislation in New Zealand, requiring PCBUs to manage workplace risks, including psychosocial risks that may affect workers' wellbeing.
  • WorkSafe New Zealand Guidance — Provides practical guidance on supporting worker wellbeing and managing psychosocial risks such as workplace stress, bullying, harassment, violence, and aggression.
  • Privacy Act 2020 — Supports the appropriate collection, use, storage, and sharing of personal information, including information relating to worker wellbeing and mental health.
  • Employment Relations Act 2000 — Provides a framework for maintaining fair and respectful workplace relationships and addressing workplace behaviour issues such as bullying and harassment.
  • ISO 45003:2021 — An international standard providing guidance on managing psychosocial risks and supporting psychological health and wellbeing at work.

Who Should Enrol

Industries and Roles

Frontline Workers and Customer-Facing Roles

Workers who regularly interact with members of the public and may encounter challenging situations, difficult behaviours, or wellbeing concerns.

Supervisors, Team Leaders, and Managers

People responsible for supporting others in the workplace and helping to create environments where wellbeing concerns can be recognised and addressed early.

Mental Health First Aiders and Wellbeing Champions

Individuals who provide wellbeing support within their organisation and want to build confidence in recognising concerns, having supportive conversations, and connecting people with appropriate support.

High-stress industries

Workers in industries where challenging interactions, workplace pressures, and wellbeing concerns may be more common.

FAQs

Frequently Asked Questions

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No. These courses are relevant across a wide range of industries. Wellbeing concerns, workplace pressures, and challenging situations can occur in any workplace. These courses are designed to help people recognise concerns, support others, and respond appropriately when needed.

No. De-escalation skills can be valuable in any workplace where people interact with others. While they are often associated with customer-facing roles, challenging interactions and difficult situations can occur across a wide range of industries and work environments.

Wellbeing is about the whole person and recognises that physical, mental, emotional, social, and spiritual wellbeing are all interconnected. Relationships and connections with others also play an important role in overall wellbeing.

First Aid and Mental Health First Aid both focus on providing initial support, but they address different needs. Traditional first aid helps people respond to physical injuries, illness, and medical emergencies, while Mental Health First Aid helps people recognise the signs of a mental health problem or crisis, provide initial support, and encourage access to appropriate professional help. Neither replaces professional medical or mental health care, but both can play an important role in providing support until further assistance is available.

No. These courses help participants recognise concerns, respond appropriately, and support people to access help where needed. They do not qualify participants to diagnose mental health conditions, provide counselling, or deliver clinical treatment.

Yes. IMPAC can deliver tailored de-escalation training, workshops, and programmes that align with your organisation's needs and challenges. This can include incorporating workplace-specific scenarios based on situations your people may encounter.

Yes. IMPAC staff members present at conferences and events. Presentations can be tailored to the audience and cover a range of topics including wellbeing, mental health, and de-escalation.