NCJTC Verbal De-Escalation and Conflict Resolution

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 and 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.

Upon completion of this training, you will be able to:

  • Leverage verbal and non-verbal 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 best communicate and empathize with those in conflict

About Trainer

John Wallschlaeger – Sergeant, Appleton Police Department (Retired)

John Wallschlaeger started his career in law enforcement with the Hartland Police Department in 1994. John joined the Appleton Police Department in 2002 and achieved the rank of Sergeant in May 2009. In 2004, John became Wisconsin’s first “Memphis Model” based CIT officer after attending the 40- hour course offered at the Akron Ohio Police Department. John sees CIT as the best model of training on crisis response available to law enforcement and has helped develop it, in conjunction with NAMI Fox Valley, not only at the Appleton Police Department but throughout Wisconsin. That effort resulted in John earning the “CIT International CIT Officer of the Year Award” in 2010. John was also awarded in 2010 the “Protect & Serve Award” from NAMI WI. John recognizes that through CIT, community collaboration between the law enforcement and mental health communities is enhanced, bettering the lives of persons and families living with mental illness.

Register through NCJTC

This fee includes 8 hours of training, program materials, and instructional costs. Participants are responsible for costs and arrangements related to meals, travel, and lodging.


Georgetown Police Department
3500 D B Wood Rd
Georgetown, TX 78628 United States
+ Google Map
View Venue Website