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1845 N. Farwell Ave. Milwaukee 53202


Non-Escalation — De-Escalation — Crisis Management
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What we say and do to prevent conflict from starting 

Non-escalation training prepares workers to safely initiate contact with clients and prevent conflict from developing throughout an interaction, even when faced with difficult situations. Skills learned during this training are intended to:   

  • Demonstrate respect to every client (e.g., patient, family member, customer)
  • Mentally and physically prepare yourself for any interaction
  • Properly manage personal space for safety and effective communication
  • Practice effective listening and demonstrate empathy
  • Be trauma-responsive with every interaction
  • Respond, don't react, to conflict triggers, and not set off the conflict triggers in others
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What we say and do to reduce conflict when it occurs

De-escalation training prepares workers to reduce challenging behaviors — such as refusals, anger, shouting, and threats — before they become violent. Skills learned during this training are intended to:  

  • Address gateway behaviors to violence, (i.e., disrespectful or threatening actions)
  • Persuade difficult people to cooperate
  • Redirect verbal resistance to requests or necessary care and get back to the issue at hand
  • Shift the verbal confrontation to an agreeable interaction
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Crisis Management

What we say and do when people have lost their ability to cope

Crisis management training prepares workers to interact with people who have lost their ability to make safe decisions and control their behavior due to cognitive challenges or mental illness. Skills learned during this training are intended to:

  • Keep yourself and others safe when someone is exhibiting at-risk behaviors
  • Model calm behavior for others who have lost their ability to cope
  • Quickly identify and reduce conditions that contribute to psychiatric crises
  • Communicate effectively with people experiencing a crisis
  • Take appropriate action to keep everyone as safe when necessary

Program Overview

This training focuses on predicting and preventing conflict, reducing challenging behaviors before they become violent, and interacting with people who have lost their ability to make safe decisions and control their behavior due to cognitive challenges or mental illness.

Target Audience

Contact professionals and organizational team members who face conflict and crisis in their work.

Download Program Summary- De-Escalation

Issues Addressed That Require a Trained Response

  • Gateway behaviors to violence (i.e., disrespectful or threatening actions)
  • Questioning or refusing requests (e.g., to follow policies and procedures, to accept necessary care)
  • Verbal confrontations and anger
  • Threats to emotional or physical safety
  • Inability to cope due to situational crisis, cognitive challenges, or mental illness
  • At-risk behaviors that could result in harm to self or others

Develop the Knowledge, Skills, and Abilities to

  • identify gateway behaviors that can be a precursor to violence
  • recognize threat indicators that may compromise safety
  • engage with others in ways to maximize safety without unnecessary escalation
  • resolve refusals and de-escalate verbal confrontations
  • stay safe and promote recovery in crisis situations
  • recognize when verbal methods have failed and it is necessary to take further action
  • take appropriate action when aggression or violence compromises safety
  • end interactions better than they started and with a positive foundation for future contact
  • articulate the reasons for taking action

Confidence In Conflict Playbook: 12 Steps For Creating A Workplace That Is Incompatible With Conflict And Violence

Get Instant Access - Playbook CTA Blue