De-Escalation Training

This training session is designed to deescalate incidents


  1. De-escalation training is not just to provide you with training, and more importantly, to
    help reduce negative incidents into positive opportunities
    This training session is designed to deescalate incidents
    Reduce incidents and behavioral challenges
    Reduce injuries and property costs
    Reduce turnover and morale problems
    Increase positive outcomes
    Increase trust and support in relationships
    Increase compatibility with the latest research in adult learning practices
    Increase accountability measures
    Increase agency-wide risk management initiatives


This class is for team members, supervisors and managers.


4 days


Day 1 Review sources of conflict and Prevention
Day 2 Verbal De-escalation
Day 3 Risk Management Debrief and Physical Safety
Day 4 Train the Trainer


  1. Definition – types
  2. Symptoms
  3. Positive Conflict
  4. Conflict Style Indicator – TKI
  5. Strategies to reduce conflict
  6. Identify the conflict
  7. Identify the cause
  8. Identify the parties
  9. Identify common ground
  10. Identify resolution options
  11. Agree on Action

Listening Skills

  • Characteristics
  • Steps to effective listening
  • Clarify
  • Interpret
  • Respond
  • Body language

Conflict Scenario – Exercises

Verbal De-Escalation

  • Definition
  • Listening skills
  • Body Language
  • Personal Space
  • Posture
  • Voice
  • Things Not to do
  • Strategies
  • Listening Skills
  • Body language
  • Recognize crises behaviors
  • Verbal and non-verbal tactics
  • De-escalation skills
  • Anger cycle
  • Self Protection

Train the Trainer 

  • Adult Learning Principles
  • Preparing the Training
  • Establishing confidence
  • Setting the Tone
  • Facilitating discussion
  • Evaluation