De-Escalation

What we say and do to prevent conflict from starting 

Non-escalation training prepares workers to safely initiate contact with clients and prevent conflict from developing throughout an interaction, even when faced with difficult situations. Skills learned during this training are intended to:   

• Demonstrate respect to every client (e.g., patient, family member, customer)
• Mentally and physically prepare yourself for any interaction
• Properly manage personal space for safety and effective communication
• Practice effective listening and demonstrate empathy
• Be trauma-responsive with every interaction
• Respond, don't react, to conflict triggers, and not set off the conflict triggers in others

What we say and do to reduce conflict when it occurs

De-escalation training prepares workers to reduce challenging behaviors — such as refusals, anger, shouting, and threats — before they become violent. Skills learned during this training are intended to:  

• Address gateway behaviors to violence, (i.e., disrespectful or threatening actions)
• Persuade difficult people to cooperate
• Redirect verbal resistance to requests or necessary care and get back to the issue at hand
• Shift the verbal confrontation to an agreeable interaction

What we say and do when people have lost their ability to cope

Crisis management training prepares workers to interact with people who have lost their ability to make safe decisions and control their behavior due to cognitive challenges or mental illness. Skills learned during this training are intended to:

• Keep yourself and others safe when someone is exhibiting at-risk behaviors
• Model calm behavior for others who have lost their ability to cope
• Quickly identify and reduce conditions that contribute to psychiatric crises
• Communicate effectively with people experiencing a crisis
• Take appropriate action to keep everyone as safe when necessary