Non-Escalation as De-Escalation Part I: Conflict Primer

  • 11/09/2021 10:00 AM - 12:00 PM
  • True
  • Virtual Platform
  • Kara Atwell
  • katwell@mhankyswoh.org
  • Non-Escalation as De-Escalation: Improving Satisfaction, Safety & Outcomes

    Duration: Four two-hour sessions (November 9, 10, 16, 18 from 10 AM - 12 PM EST)

    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

    Learning Objectives:

    1. Identify ways to engage in a manner to not cause conflict or unnecessarily escalate situations.
    2. Identify ways to confidently and professionally deal with questioning, anger, and verbal abuse.
    3. Further understand how to participate in difficult conversations and mediate positive outcomes persuading others to cooperate.
    4. Increase knowledge to effectively de-escalate conflict and remain safe in crisis situations applying a 12 tier model.
    5. Practice the 12 tier model and demonstrate ending an interaction in a better place than when it started through small group role play.

    Presenter: 

    Amanda Shaw, Program Director, Mental Health & Criminal Justice

    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.