Within our Virtual Training Room, your instructor will introduce you to skills that will allow you to work with clients during moments of conflict in a genuinely calm and transparent fashion. De-escalation skills will promote effective communication between you and your clients while building trusting relationships.

Syllabus:

  • Active listening
  • Manage Responses
  • Verbal De-escalation
  • Non-verbal cues
  • The cycle of anger
  • Strategies for De-escalating Anger
  • Styles of Conflict Management