Verbal De-escalation, Conflict and Self Identification of Triggers

Course Code: 01-14-ER10

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