Non-Escalation as De-Escalation: Improving Satisfaction, Safety & Outcomes 

Non-Escalation as De-Escalation: Improving Satisfaction, Safety & Outcomes

Duration: Four two-hour sessions from 2-4 PM EST 

• July 27: Conflict Primer 
• July 29: Empathy, Trauma Responsiveness, and the Social Contract
• August 3: Responding vs. Reacting
• August 5: Crisis Management and Appropriate Action

Who Should Attend: Contact professionals working in such disciplines as: healthcare, security, education, public safety, transit, social services, retail, hospitality, and customer service. (e.g., front-line staff, security officers, nurses, educators, police officers)

Course Description:

This course will focus on addressing the entire spectrum of human conflict at the point of impact from before an interaction begins through to the consequences of how an interaction is managed. Appropriate for individuals who spend time interacting with the public including but not limited to healthcare, security, education, public safety, transit, social services, retail, hospitality, and customer service. Trainees can expect to be able to: provide better customer service; predict, prevent and mitigate conflict; avert verbal and physical attacks; de-escalate resistance, anger and abuse; and control crisis and aggression.

Training Content:

• Engage in a way to not cause conflict or unnecessarily escalate situations (non-escalation)
• Confidently and professionally deal with questioning, anger, and verbal abuse
• Participate in difficult conversations and mediate positive outcomes
• Effectively de-escalate conflict and remain safe in crisis situations
• Persuade others to cooperate
• Know what to do and how to do it when resistance or aggression results in physical engagement
• End an interaction in a better place than where it started
• Look good on camera no matter where an interaction ends up
• If necessary, articulate a defense for taking appropriate action

Presenter:

Elizabeth Atwell, LSW, Executive Director, Mental Health America of Northern Kentucky and Southwest Ohio

Continuing Education:

Mental Health America of Northern Kentucky & Southwest Ohio is approved #RCST111001 by the State of Ohio Counseling, Social Worker, Marriage and Family Board as a sponsor for continuing educaiton for counselors, social workers and marriage and family therapy.

Certificates of Attendance will be provided.

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