De-Escalation Training for Employees

De-Escalation and Crisis Communications is a specialized training program that teaches participants how to manage interactions with individuals who are angry, emotionally escalating and/or in crisis, and how to be a more effective communicator. The tactics taught are based on the those used by professional crisis negotiators throughout the world. Through specialized Active Listening skills and other tools, participants are introduced to crisis de-escalation in a practical and interactive format. Our experts discuss the importance of promptly addressing inappropriate behaviors in the workplace and being prepared for difficult meetings and hostile client/customer interactions. Additionally, important safety considerations for situations where an individual engages in threatening or aggressive behaviors will be covered. 

The program includes strategies on how to:

• Use high-level active listening skills to establish rapport and diffuse potentially dangerous situations.
• Identify the emotion(s) of the individual and use appropriate communication techniques to reduce hostility and aggression.
• Create a joint problem-solving environment and a win-win approach.