De-escalation Training Course
Resolution Education is a U.S. specialist Workplace Violence Prevention Training provider, and our de-escalation training for frontline staff, managers and teams is built around the A.D.P. Framework (Awareness, De-escalation, Protection), tailored to your people, places and situations.
What is De-escalation Training?
De-escalation training teaches people how to calm an agitated, angry or aggressive person before the situation turns into abuse or physical violence. It covers how to recognize the early warning signs, what to say and how to say it, how to use body language, tone and personal space, and how to stay safe or get out if needed.
A good de-escalation course is practical, not a lecture. Participants rehearse realistic situations from their own workplace through role-play, so the skills hold up under pressure, whether someone is shouting at the front counter, threatening staff over the phone or becoming aggressive in a client’s home.
De-escalation is one part of a wider approach to keeping staff safe. If you are looking at policies, risk and compliance across your organization, see our workplace violence prevention training. If the tension is between colleagues rather than with customers or the public, our workplace conflict resolution training is the better fit.
What De-escalation & Workplace Violence Training Do We Offer?
We deliver customized half-day and full-day de-escalation courses, face-to-face at your workplace, live online or as self-paced eLearning. Every course is shaped around your industry, your team’s roles and the incidents your staff actually face. Our de-escalation training options include:
- Onsite de-escalation training – a half-day or full-day course at your workplace or a venue of your choice, for up to 20 people per trainer.
- Virtual de-escalation training – live, interactive sessions online for teams spread across multiple sites or states.
- De-escalation eLearning – self-paced online modules for onboarding, refreshers and remote staff.
- Phone and online chat de-escalation training – for call centers, help desks and customer support teams dealing with abusive callers and messages.
- De-escalation train-the-trainer – allows your own trainers to deliver the program in-house.
- Industry-specific de-escalation courses – tailored versions for healthcare, schools, retail, hospitality, security, law enforcement, corrections, transportation, government and more.
Our primary objective is to empower participants with the confidence and capability to de-escalate and create an environment conducive to healthy and constructive communication.
The core of this training is to give your staff a comprehensive set of essential skills, including verbal techniques, language and body language for de-escalation, as well as ways to deal with threats physically if needed. Participants learn how to effectively recognize and respond to hostile and agitated individuals in various situations.
Who Will Benefit From De-escalation Training?
De-escalation training benefits anyone who deals with difficult, distressed or angry people as part of their job, as well as the managers who support them. That includes:
- Healthcare workers, nurses and hospital staff
- Schools, teachers and education staff
- Retail, hospitality and customer service teams
- Security officers, law enforcement and corrections
- HCBS and support workers, social workers and community services
- Transport workers, airline staff and emergency services
- Government and county staff and call center teams
- and many more
The situations a nurse faces are very different from those of a bus driver or a retail manager. That’s why every course is customized through a consultation before training day, so the scenarios, language and techniques match your workplace.
Our interactive training package is specifically designed to empower participants to effectively handle challenging situations.
With a proven track record of training personnel at all levels within various organizations, we understand that the types of encounters can vary greatly depending on each role and industry. That is why our training is based on our A.D.P. Framework and customized to address the unique needs of different organizations.
If your staff hold any position requiring contact with difficult individuals, our De-escalation Training can provide you with the tools and skills necessary to succeed.
Contact us today to discuss your specific training needs and unlock the benefits of this comprehensive program.
Course Overview
Duration:
Delivery:
Location:
Capacity:
Up to 20 people for the day or an additional trainer can be organized
What To Wear:
Training Outcomes
By the end of the de-escalation course, participants will be able to:
- Recognize the early signs that someone is becoming agitated or aggressive
- Assess a situation quickly and decide on the safest next step
- De-escalate face-to-face, over the phone and when working alone or remotely
- Control your emotions during an escalating situation
- Use your voice and tone appropriately to help resolve an issue
- Communicate safely with people affected by drugs, alcohol or mental illness
- Use simple, practiced techniques to free themselves from a grab or hold
- Know when to disengage, get help or leave, and how to do it safely
Our de-escalation training provides a safe environment to discuss various situations, which increases both the understanding of the material presented and confidence in the ability to deal with unexpected conflict and difficult people.
You will learn tools like:
- Active, calm listening and non-threatening body language
- Empathizing with the aggressor to not provoke further emotional response
- Offering choices other than violence so the aggressor can move towards a solution
- Keeping yourself safe from violence while dealing with the aggressor
Course Outline
All course outlines are based on the proven A.D.P. Framework and are customized through consultations with you prior to the day of training. This ensures that the needs of the group and individuals participating in the training are addressed, as their safety and increased confidence in dealing with difficult situations is our priority.
The workplace violence and aggression training is divided into three modules AWARENESS, DE-ESCALATION and PROTECTION, each of which deals with important key aspects that are vital in combatting incidences of violent behavior in the workplace (or when working remotely).
A more detailed De-escalation & workplace violence course outline can be provided by contacting us directly.
You Will Receive
- An excellent course of fun and interactive training including role-playing.
- Real-life skills including greater confidence, self-awareness, conflict resolution management and self-defense.
De-escalation Training FAQs
How long is a face-to-face de-escalation course?
Resolution Education de-escalation courses run as a half-day or full-day session. The length depends on your team’s roles, risk level and how much hands-on practice you want included.
Can de-escalation training be done online?
Yes. Resolution Education offers live virtual de-escalation training and self-paced eLearning, as well as face-to-face training at your workplace.
Does de-escalation training include physical techniques?
Yes. The focus is on preventing violence through communication, but Resolution Education’s Protection module teaches simple, safe techniques for breaking away from an aggressor if a situation turns physical.
What is the difference between de-escalation training and workplace violence prevention training?
De-escalation training focuses on the skills an individual uses to calm an aggressive person in the moment. Workplace violence prevention training is broader. It covers how an organization identifies risk, sets policy, reports incidents and responds to all types of workplace violence, with de-escalation as one part of it.
Can we deliver de-escalation training with our own trainers?
Yes. Resolution Education’s de-escalation train-the-trainer program prepares your internal trainers to deliver the course to your staff on an ongoing basis.
Our Training & Services
Customize Your Training Now
To enroll or find out more, please call +1 (888) 311-8650 or click the button below.
Contact Us
Resolution Education USA
P. +1 (888) 311-8650
E. info@resolutioneducation.com
Head Office – Minnesota
2909 S Wayzata Blvd,
Minneapolis, MN 55405