De-Escalation Skills - Dealing with People in Crisis

De-Escalation Skills Training 

Dealing with people in crisis can be challenging for even the most experienced manager. When people are involved in highly emotional situations they often lose their everyday coping skills.

Generally, the higher a person’s emotional state the lower their ability for rational thought/behavior. In some cases, our go-to skills are counter-productive to the de-escalation of a situation. In fact, while someone is emotionally-charged it takes specialized skills to help de-escalate their emotional state. Specialized training can ensure you avoid damaging communications and learn the skills to establishing rapport and then influencing positive behaviors.

De-Escalation and Crisis Communications is a training program that 

Wayne R. Spees

Check out this video as Mr. Spees answers the question, "What are the goals of de-escalation techniques?"

Click here for Mr. Spees bio

teaches how to deal with people in crisis and to be a more effective communicator. The tactics taught are the same tactics used by professional crisis negotiators throughout the world. Through “Active Listening” and other tools, you will be introduced to crisis de-escalation in a practical, easy to apply session. The training will also discuss safety concerns and preparation for these interactions.

Techniques covered in this course emphasize the importance of preserving the dignity of the individual and maintaining the professional relationships between the parties. The presentation will include strategies on how to:

  • Create a joint problem-solving environment and a win-win approach
  • Use high-level active listening skills to disarm the situation
  • Identify the emotion(s) and use appropriate communication techniques

Our experts discuss the importance of promptly addressing inappropriate behavior in the workplace and being prepared for difficult meetings.  Additionally, important safety considerations for situations where an individual engages in threating or aggressive behaviors will be covered.


Contact us now to discuss your organization's specific concerns and challenges in dealing with people in crisis. Call us today at 800.213.0276 or complete the form below and we will get back to you within 24 hours.

In an emergency, call 911 immediately.


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