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Read about conflict management techniques.

Big, Mean, Angry Biker - Confidence In Conflict Book Excerpt

Confidence In Conflict For Healthcare Professionals


Enjoy this excerpt from one of our published books.


I was passing through the Emergency Department when an angry-looking man walked in through the front door. He was a hard figure to miss. He wore a denim jacket with the sleeves torn off and emblazoned on his makeshift vest were the colors of a well-known and notoriously violent motorcycle gang. His bare arms were heavily inked with gang...

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The Embattled Social Contract of Medicine



There is no denying it; hospitals can be difficult places to work.  No matter which profession you’re in, from hospital security to nursing, the hours are long, and weekends and holidays are just another day at work. Moreover, with nursing shortages, an aging demographic, dwindling psychiatric care resources, and other factors creating increasing demands on healthcare providers from all...

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Vistelar Latest News - April 21, 2022

With the pandemic waning, the team at Vistelar has been crazy busy with our virtual instructor-led training and, more recently, with our classroom work. We've been somewhat quiet with our Internet communications over the last many months, but with our new website launched and us being back on the road again, expect to hear from us more frequently.

Periodically, we will provide an update like this...

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Gary Klugiewicz honored As Trainer of The Year by The National Law Enforcement Officer Hall of Fame

Vistelar, the highly regarded Milwaukee-based workplace conflict management company, is proud to announce that The National Law Enforcement Officer Hall of Fame honored co-founder Gary Klugiewicz as Trainer of The Year at their 2022 Induction Ceremony on March 24 in Maumee (Toledo), Ohio.  Gary is nationally known as a leader in defensive tactics training and developed the Unified Tactical...

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First Responder Philosophy: Responding to Institutional Emergencies


Mike Delvaux and I just spent a week with a group of treatment professionals conducting the Principles of Stabilization and Control (P.O.S.C. ®) for Treatment Professionals Instructor Class.

During the class, the instructors learned how to respond to institutional emergencies that include disturbance emergencies, medical emergencies, fire emergencies, and miscellaneous emergencies such as...

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Even in a Dark Alley, You’re Safe with Us

When we think of basic human needs, hierarchies often come to mind. What is it that people need and how are those needs related to human behavior? That’s the question that human services professionals often ask, and the one de-escalation trainers need to answer. Years ago, I learned through several personal and professional experiences that people act-out for reasons, not because of diagnoses. It...

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Causes Of Emotional and Physical Violence

If you have been following this blog, you are probably quite familiar with Vistelar’s structured methodology for effectively managing conflict so it doesn’t escalate to emotional or physical violence.

What you may not be familiar with is our explanation of the causes of conflict that’s the basis for the non-escalation, de-escalation, and crisis management tactics we teach.



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Why Training In Interpersonal Relations Should Be The Core Training All Organizations Should Provide Their Employees

In a previous article, I made a case for there being just two attributes that drive the success of any organization — innovation and customer service. Then, in that article, I described how to improve customer service by providing a form of training that’s usually reserved for police and corrections officers.

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A Coordinated Response is the Foundation of Safety for Patients and Staff

If you have ever responded to a behavioral emergency in a professional setting, such as a hospital or school, you might recall experiencing a lot of uncoordinated activity among a group of highly educated, capable, and well-meaning professionals. They may even have seemed to make things worse, rather than better. In retrospect, you might not even be able to put your finger on exactly what went...

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Use This Rarely-Applied Listening Tactic To Clearly Demonstrate Empathy


When was the last time you took a listening class? If you are like most people, the answer is probably never.

During my eight years of post-secondary education and my 30+ years working in the corporate world, I know I never had any listening training. I received training on almost every imaginable topic (and some that were unimaginable), but never listening.

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