Content

  • Explore the why people act out and how stress, context and systems play a role
  • Recognise your own triggers, and how to manage stress and stay composed
  • Core de-escalation skills – language, listening, empathy and recovery
  • Safety, boundaries and escalation

*Please note, this course does not address physical techniques for dealing with aggressive behaviour

Outcomes

By the end of this course, participants will be able to:

  • Recognise common triggers of frustration and distress in public sector environments
  • Reflect on their own emotional responses and adopt strategies for emotional regulation in difficult moments
  • Use assertive yet empathetic language to set boundaries and maintain safety
  • Respond accordingly to difficult situations while protecting personal wellbeing and professionalism

Who Should Attend

Frontline public sector staff in customer- and client-facing roles (in-person, phone, or digital service)

Benefits to You and Your Organisation

  • Learn how to handle difficult situations without becoming overwhelmed
  • Build confidence in de-escalation while staying composed and respectful
  • Strengthened ability to set boundaries and remain assertive under pressure
  • Foster safer, calmer service environments for staff and stakeholders alike
  • Reduce the impact of challenging interactions on staff wellbeing and service quality
  • Promote a consistent and respectful approach to customer communication across teams

Learn about our speakers

Samantha Young M.Psych. (Clin.), M.B.A, B.A. (Hons.), MAPS, GAICD

Co-Founder Humn / Clinical Psychologist
Humn

Samantha brings a unique combination of senior management and commercial experience, psychological intervention skills and Masters-level formal education in both business and psychology to her clinical, training, coaching and consulting work. Sam has delivered training for IPAA for over ten years with consistently positive participant feedback and is a sought after facilitator and keynote speaker, working with hundreds of employees and managers every year. The 21st Manager series designed by Sam in conjunction with IPAA incorporates the latest in psychological research, leadership theory and neuroscience and is now in its tenth year.

Samantha has worked as a Consultant with Boston Consulting Group, Sales & Marketing Manager for The Body Shop and Strategy Manager for Myer GraceBros. Samantha holds Bachelor and Postgraduate qualifications in business and psychology, including a Master Degree in Clinical Psychology and an MBA from Melbourne University. Samantha has completed the Company Director’s Course and is a member of the Australian Psychological Society.

Samantha was until recently CEO of Human Psychology, one of Adelaide’s largest psychological services providers, and is now co-Founder of Humn, a global movement redefining workplace mental health, where genuine care meets innovative leadership through psychosocial safety certification. Humn's mission is to safeguard wellbeing in every workplace. Samantha has extensive experience consulting to the SA public sector over nearly two decades and she is able to share real world scenarios to make workshops practical, applied and engaging.

Upcoming course availability

In person

April 2026

Friday, 10 April 2026

Register now

Format
Face-to-face

Duration
1 half day
9:00am-12:30pm (8:45am registration)

Inclusions
Resources, workbook, morning tea and refreshments

Location
Level 6, 12 Pirie Street, Adelaide, SA 5000
(please visit registration links for further information)
View map

Costs
Personal Member $355
State Govt Employee Member $390
Corporate Member $405
Non-Member $440

This course can be delivered In-Agency. Contact us to discuss the delivery of this course within your department.