Courses Offered

De-escalation for Public Service Employees

De-escalation for Public Service Employees

2 hours Interpersonal Communication (Online)
Presented by:
 Danny JohnsonTroy KingDeb McMahonMichael ClydeTanya 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.

Training Objectives:
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.


For the purposes of grant applications and continuing education credit, CSM is happy to provide instructor qualifications, sole source justifications, past performance history, competitive bids and full lesson plans.  

CSM is registered as a vendor with the Federal Government.  
DUNS# 138565499
CAGE Code# 3KLD5

If you are interested in hosting a course, you can either give us a call or fill out this form and someone will get back with you within 24 hours.