DEFUSE ONLINE COURSE • FOR FRONTLINE TEAMS
Handle distress and difficult situations before they escalate
A practical, self-paced online course for anyone who deals with the public – teaching a proven six-step framework to read distress early, stay safe, and de-escalate tense situations.
Buying for your team?
Contact us to learn about our organisation pricing →
THE PROBLEM
You’re the first face they see when things go wrong
Reception staff, phone teams and field workers deal with distressed, angry or frightened people every day – often with no formal training on how to respond safely.
You’re expected to stay calm, read the situation, and keep everyone safe, including yourself, in the moment, with no script.
DEFUSE gives you that script. A practical, six-step framework built for real frontline situations, not theory.
THE FRAMEWORK
The DEFUSE six-step framework
One memorable framework you can call on in the moment, whatever the situation.
WHAT’S INCLUDED
14 self-paced modules. Practical, no theoretical.
- 14 self-paced modules
- Scenario-based exercises drawn from real frontline situations
- Short knowledge checks throughout
- Includes guidance on dealing with references to suicide/self-harm and aggression/substance-use situations
- Certificate of completion
- Instant access, learn on any device
Intro
Setting the scene
The DEFUSE framework
Applying it to real situations
Practice & wrap-up
THE FRAMEWORK
Built for anyone who deals with the public
If your role puts you face-to-face or on the phone with the public, this course is for you.
Reception & counter staff
Health · Local government
Call centre & phone teams
Utilities · Community services
Field workers
Real estate · Retail
Tested with real frontline teams
+43
Net Promoter Score
97%
Rated Good or Excellent
100%
Felt at least somewhat confident applying it
97%
Likely/very likely to apply it in their role
I would highly recommend Unify360’s workshop to people leaders and HR professionals interested in neurodiversity. The material was informative and accessible, and Kate is an excellent presenter, facilitating discussion and insights from the group attending and ensuring a very engaging, enjoyable day. Kate’s depth of experience in this field is impressive, her material is well-researched and fact-based and she provided a number of very useful resources to take away as well as the course material itself.
Fiona, Telstra
PRICING
Get instant access for $69
DEFUSE – Individual License
$69
one-time/per seat
- 14 self-paced modules, lifetime access
- Scenario exercises & knowledge checks
- Certificate of completion
- Learn on any device, at your own pace
Buying for 5 or more people? Team and organisation pricing is available on a sliding scale.
Contact us to learn more about our organisation pricing →
About Kate Hardiman
Your Instructor
I’m Kate Hardiman, founder of Unify360 and a neurodiversity and inclusive leadership specialist with over four years of experience working with corporate teams across Australia, supporting them to build workplaces where every person can contribute fully.
I created this course because I kept seeing the same thing in my workshops: managers who genuinely wanted to do the right thing, but had no practical tools to help them. The training they’d had was either too generic or too clinical. What they needed was something grounded in real workplace situations, with language they could actually use.
That’s what this course is.
NOT READY TO BUY YET?
Get the free DEFUSE Quick-Reference Card
All six steps, one page
A free PDF summarising the DEFUSE framework – keep it at your desk or on your phone.
COMMON QUESTIONS
FAQ
Do I need any prior training?
No. DEFUSE starts from the ground up and applies whatever your role or industry.
Is this video-based?
The course is text-based, no video required, so you can work through it anywhere.
How long does it take?
14 self-paced modules. Most learners complete the course in a few sittings (approximately 4 hours), entirely at their own pace with lifetime access.
Does this cover difficult topics like self-harm or aggression?
Yes. Modules apply the framework directly to situations involving suicide/self-harm and aggression/substance use.
Can I buy this for my whole team?
Yes. Team and organisation pricing is available on a sliding scale from 5 seats. Contact Unify360 for pricing for details at info@unify360.com.au.