Training Overview
Avoid potential conflict both professionally and personally by learning to organize your thinking and respond calmly. Consider the approaches you can take to prevent and respond to verbal conflict. This course will explore the communication process, conflict prevention, and help you understand why conflicts occur. Instruction will also cover certain circumstances in which verbal de-escalation techniques may not be appropriate, and provide techniques to resolve such conflicts. Join us to learn how de-escalation techniques and communication skills can potentially defuse tense situations and lead to more successful outcomes. This training does not cover physical intervention techniques.
Learning Objectives
- Leverage verbal and nonverbal approaches to improve service outcomes
- Consider and apply techniques when facing those who are emotionally charged or suffering from some form of crisis
- Demonstrate active listening skills to be best communicate and empathize with those in conflict