About this Online Workshop

There has been a noticeable shift in the interactions between clients, customers, tenants, citizens, and the staff who support these individuals calls for service and support. Whether it is related to mental health, substance use, crisis, or a sense of entitlement, the effects of these negative interactions leave can leave a negative impact on the staff of many organizations and the services they provide. 

Although we may not be able to prevent these interactions from initially occurring, we can reduce the intensity and escalation of individuals to far more manageable levels while we remain focused on the necessary outcomes. 

This De-escalation workshop will provide the foundational tools for intercepting the harsh start-ups while also supporting staff from many departments in reducing the intensity and length of negative interactions across population demographics. This workshop also includes the importance of self-care post de-escalation and helpful tips for staff to regulate their emotions during negative interactions. 

NOTE: This is an interactive, virtual workshop, which is different from a webinar. Participants will be expected to participate through voice and video, and to engage with each other and the facilitator in large and small group discussions, to learn from each other and practice skill development.

Learning Objectives

• The logic of de-escalation 
• C.A.F. De-escalation model  
• Creating respectful space for de-escalation  
• Working towards resolution and the real ‘win win’ 
• Verbal Versus Non-Verbal Communication 
• Verbal Strategies to intercept an aggravated, escalated, or high conflict person 
• Your greatest tool – your genuine empathy 
• What is unconditional positive regard and why this is important 
• Acknowledgement:
  • The other individual’s goals, roles, limits, and stressors 
  • Your role, your goal, and your opportunities 
• The art of reflective listening and how this contributes to shared control
• The But factor 
• Stating Facts and Offering Realistic Options 
• What not to say 
• Strategies for frequently encountered situations 
• Self-care post crisis de-escalation 

Who Should Attend?

Any staff or manager in a human, social, or community services organization.

Format and Duration

Virtual – two, three and a half hour sessions or a full day in person.