Non-Escalation as De-Escalation Part II: Empathy, Trauma Responsiveness, and the Social Contract

  • 7/29/2021 2:00 PM - 4:00 PM
  • True
  • Zoom
  • Kara Atwell
  • [email protected]
  • Non-Escalation as De-Escalation: Improving Satisfaction, Safety & Outcomes

    Duration: Four two-hour sessions (July 27 & 29, August 3 & 5)

    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, police officers)

    Course Description:

    Learn about 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 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


    Elizabeth Atwell, LSW, Executive Director, Mental Health America of Northern Kentucky and Southwest Ohio

    Continuing Education:

    Mental Health America of Northern Kentucky & Southwest Ohio is approved #RCST111001 by the State of Ohio Counseling, Social Worker, Marriage and Family Board as a sponsor for continuing educaiton for counselors, social workers and marriage and family therapy.

    Certificates of Attendance will be provided.

    Click here to register.