This course is designed for front-line staff in the gallery, library, archive and museum (GLAM) sector, who are not trained security workers. It provides staff of the GLAM sector with the knowledge and skills to identify typical causes of conflict and approaches for de-escalating difficult situations, using approaches that include crisis prevention model, cultural and behaviour identification and communications strategies.

People who complete the course will be able to identify and describe:

  • Elements in a person’s culture
  • Culturally unsafe behaviour
  • Examples of responses to help keep safe in escalating situations
  • Characteristics of ‘worrying’ behaviour that should be monitored
  • Characteristics of agitated behaviour that could escalate
  • Examples of responses that help to calm self and agitated people and de-escalate the potential for conflict
  • Verbal and non-verbal communication techniques that assist in de-escalation
  • Ways to set limits on behaviour
  • Ways to communicate empathy
  • Response to incidents involving children and young persons

The course design is based on extensive consultation with security experts and front-line staff and their managers in the GLAM sector.

This course is registered as a micro-credential at Level 3, 10 Credits, on the NZ Qualification Framework.   

Mode of Delivery

This course is delivered through 3 online modules. Learners can study at their own pace with ongoing support from our tutors. Tutors will provide one-to-one support through email, text message, phone calls or other suitable means.

Entry Requirements

  • An employee of the GLAM or security sector
  • Be nominated by your employer
  • Able to speak and understand English
  • Have basic computer skills to complete an online course

Enrolment Procedures

To learn more about this programme please contact us by email or call +64 20 422 4488

To enrol, please talk to your employer or contact us directly.