De-escalation skills for student complaint handling: NSO Webinar

This webinar first broadcast on 22 June 2026 discussed what de-escalation is and shared practical skills to support de-escalation and re-engagement. Students make complaints to resolve issues. During the complaint process, there can be circumstances or triggers that cause students to feel frustrated, distressed, or unheard. This can result in escalating behaviour, and navigating these situations can be challenging. De-escalation skills help to progress student complaints safely and effectively. Throughout the webinar de-identified case scenarios from higher education student complaints are used to contextualise the strategies. Facilitator Sarah Bendall: First Assistant Ombudsman, National Student Ombudsman Presenters Shiv Martin: Nationally accredited mediator, lawyer and trainer April Vocale: NSO Education Advisory Group member