Non-Escalation/De-Escalation Courses

Conflict Management For Contact Professionals — Train-the-Trainer

Duration: Four to five-day train-the-trainer instructor school

Who Should Attend: Trainers who want to be authorized to teach Vistelar’s conflict management curriculum (non-escalation, de-escalation, crisis intervention, proxemics) within their organization to “contact professionals” (i.e., individuals who spend the vast majority of their time interacting with the public or an organization’s clients who work in such disciplines as: healthcare, security, education, public safety, transit, social services, retail, hospitality, and customer service.

Course Description:

 Become an authorized instructor of Vistelar’s non-escalation, de-escalation, crisis intervention, and proxemics methodologies that address how to:

  • Provide better customer service
  • Predict, prevent and mitigate conflict
  • Avert verbal and physical attacks
  • De-escalate resistance, anger, and abuse
  • Control crisis and aggression

This course uses Vistelar’s emotionally safe performance-driven instruction that emphasizes scenario-based skills practice and audio-/video-recorded assessments to ensure students can perform learned skills — in a supportive classroom environment.

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

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Conflict Management For Contact Professionals

Duration: half-day workshop to two-day practitioner training course

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, cops)

Course Description:

Become a practitioner of Vistelar’s non-escalation, de-escalation, crisis intervention, and proxemics methodologies that address how to:

  • Provide better customer service
  • Predict, prevent and mitigate conflict
  • Avert verbal and physical attacks
  • De-escalate resistance, anger, and abuse
  • Control crisis and aggression
  • Write up, review, and explain intervention decisions

This course uses Vistelar’s emotionally safe performance-driven instruction that emphasizes scenario-based skills practice and audio-/video-recorded assessments to ensure students can perform learned skills — in a supportive classroom environment.

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

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Trauma-Responsive Conflict/Crisis Management

Duration: four-hour workshop to sixteen-hour practitioner course

Who Should Attend: Individuals who may be exposed to persons displaying at-risk behaviors, such as human resource professionals, police officers, security officers, behavioral health professionals, educators, and emergency department personnel.

Course Description:

Trauma-responsive conflict/crisis management (TRCM) is an approach to interacting with others that acknowledges the effects of psychological, emotional and physical trauma on people’s behavior and considers these effects in how interactions are handled. TRCM asks “What happened to you?” rather than “What is wrong with you.” 

A history of trauma can lead to a vulnerability for re-traumatization — an action or situation that is a reminder of a traumatic event. Such a reminder can rapidly push a person from his or her baseline behavior state to a stress or even acute state of a crisis. 

A “trauma-responsive” approach to interactions acknowledges this reality and emphasizes:

  • The use of active intelligence gathering about an individual’s trauma history in order to minimize the possibility of re-traumatization.
  • The need to avoid reminding the individual of a traumatic event

Trauma-Responsive Conflict/Crisis Management teaches Vistelar’s non-escalation, de-escalation, and crisis intervention methodologies with an emphasis on how to take a trauma-responsive approach to interacting with others in order to minimize the possibility of re-traumatization. 

This course uses Vistelar’s emotionally safe performance-driven instruction that emphasizes scenario-based skills practice and audio-/video-recorded assessments to ensure students can perform learned skills — in a supportive classroom environment.

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

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Conflict Management For Organizational Teams

Duration: four-hour workshop to sixteen-hour practitioner course

Who Should Attend: Anyone within an organization who would benefit from knowing how to better manage conflict between departments, among team members and between supervisors and employees (e.g., management, supervisors, team members) — to improve employee performance and/or reduce the likelihood of workplace violence.

Course Description:

Become a practitioner of Vistelar’s conflict management methodologies with an emphasis on internal versus external (i.e., with customers) communications. Improve the psychological safety within your team and, as a result, improve their performance, morale, and ability to collaborate.

Become more confident in dealing with conflict and reduce your job stress.

This course uses Vistelar’s emotionally safe performance-driven instruction that emphasizes scenario-based skills practice and audio-/video-recorded assessments to ensure students can perform learned skills — in a supportive classroom environment.

Training Content:

  • Enhance the psychological safety within your team
  • 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
  • Persuade others to cooperate
  • End an interaction in a better place than where it started
  • Look good on camera no matter where an interaction ends up