Defusing Hostile Situations for Frontline Staff

The workshop focuses on working with customers experiencing crisis, major loss and trauma. These experiences may compromise the customer’s ability to communicate effectively without first addressing their potential healing/grief issues. This workshop will develop participant skills necessary when crisis arises and ways to practice a variety of intervention techniques. Participants will learn how to develop trust and respect in their work with customers and their families.

Topics include:

  • Examine what precipitates crisis.
  • Study Introduction to Trauma Informed Services -The architecture of Trauma and the Brain.
  • Exercise diffusing verbal and physical escalation techniques back by FBI Crisis negotiation tactics.
  • Practice verbal de-escalation techniques for phone etiquette.
  • Recognize their own escalation signs and how to manage self-control as the situation escalates.
Course Code