Verbal De-escalation and Conflict Resolution

This course will empower participants to understand human conflict, identify crisis triggers, and comprehend the Thomas-Kilman Conflict Mode Instrument. Participants will be able to explain the cycle of conflict, the significance of situational awareness, the S.A.F.E.R conditions, and the ‘Maxims’ in treating others with respect. You’ll learn about rational detachment, the difference between reacting and responding, the most effective intervention options, and the role of a contact professional. The workshop will also cover active listening, the art of representation, redirection techniques, and the four appeals using the 5-Step Intervention Model.