Communications: The Art of De-Escalation
Course Length: 1 Day (7.5 Hours)
are available on a limited basis.
officers, probation officers, and treatment professionals are
frequently tasked with dealing with a variety of differing personalities
when encountering the public. Some of these encounters can be
characterized as negative in nature. Most violent encounters begin
with a breakdown in the communication process between the law
enforcement or treatment professional and the individual they
have encountered. Many times, these incidents begin with non-verbal
cues indicating an attack is about to occur. What is said and
done during these critical moments can many times determine whether
the outcome is a positive one or the situation erodes into a physical
encounter and, quite possibly, a civil liability concern.
delves into the communication model, taking a detailed look at
what communication is while examining each step in the process.
We look at verbal skills, non-verbal behaviors, and effective
intervention techniques that are instrumental in defusing conflict
situations. In addition, we identify and discuss pre-attack indicators
that enable law enforcement and treatment professionals to recognize
when a conflict is about to escalate into a use of force situation.
This will allow the individual professional to acquire necessary
information from individuals while ending the encounter on a positive
note, thereby minimizing the danger posed by uncooperative or
hostile citizens. The topics covered also enable the individual
to deal with conflict involving fellow employees and superiors
more effectively, creating a healthier work environment.
topics covered include effective methods of communication, barriers
to communication, non-verbal communication, de-escalation techniques
and pre-attack indicators. The course is designed to cover each
of the topics mentioned while also delving into other areas such
as proxemics and kinesics and how each is involved in defusing
escalating situations. In addition, we discuss conflict resolution
as it applies to interactions involving verbal abuse, and touch
on characteristics exhibited by suicidal or mentally disturbed
individuals as well as subjects exhibiting signs of excited delirium.
These tactical communications and de-escalation techniques are
being presented to enable departments and individuals to learn
skills designed to prevent potential conflicts from spiraling
out of control, stressing that a positive outcome is the desired
goal of each citizen interaction.
in communications and de-escalation techniques, the environment
that we work in improves and the threat of conflict, violence,
and civil litigation is greatly reduced.