2 hours Interpersonal Communication (Online)
Presented by: Danny Johnson, Troy King, Deb McMahon, Michael Clyde, Tanya Zaglauer
Course Description: This 2-hour presentation is specially designed for public service employees who, on a daily basis, have occasion to encounter hostile and potentially dangerous customers or clients. Attendees will learn of conditions adversely impacting de-escalation, the impact of over- or underreacting, and how to recognize personal triggers.
Attendees will also learn the value of crisis rehearsals and mental threat assessments as a consideration of a risk-aware response.
Most importantly, attendees will learn practical tips for de-escalation, confirming non-compliance and knowing when it’s time to call the police or disengage with the customer or client.
Each attendee will receive a certificate of completion.
1. Define de-escalation as it relates to public service employees
2. Identify factors impacting de-escalation
3. Apply practical de-escalation techniques
Who should attend this course: Anyone having contact with potentially hostile or violent customers or clients including government employees, non-profit service agencies, emergency responders, hospital staff, church staff, educational administrators, retail employees, customer service representatives, social service employees, transit operators or compliance enforcement employees.
Complimentary seats: Discounts available for multiple paid enrollments.