Overview
- 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
Objectives:
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
Audience
This class is for team members, supervisors and managers.
Length
4 days
Outline
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
Conflict
- Definition – types
- Symptoms
- Positive Conflict
- Conflict Style Indicator – TKI
- Strategies to reduce conflict
- Identify the conflict
- Identify the cause
- Identify the parties
- Identify common ground
- Identify resolution options
- 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