Courses
Risk
Verbal De-escalation, Conflict and Self Identification of Triggers
In this course, you'll gain the essential skills to navigate conflict and provide support to individuals during difficult situations. You'll learn to effectively manage your own triggers and maintain a sense of detachment, allowing you to focus on the bigger picture. Additionally, you'll acquire the ability to triage and problem-solve conflict scenarios, choosing the most suitable resolution strategy. The course also offers ample opportunities to practice these newfound skills in a classroom setting. By the end, you'll be equipped with the tools to steer clear of arguments, insults, and other distractions, while actively working towards positive problem-solving.
Performance Objectives: Upon completion of this course you should be able to:
- Identify Self Triggers
- Use the four step verbal de-escalation process
- Practice “mock” scenarios
- Communicate in crisis situations
- Engage in Self-Care
- Recognize signs of conflict escalation
Indented Audience: Public sector employees who deal in customer service or have direct contact with customers
If you have a specific group that you would like to target and gain specific skills and knowledge in this subject in a more in depth way please contact Dept. of Enterprise Services traininginfo@des.wa.gov