De-Escalation That Works: Managing Threat Response Under Pressure
This 90 minute course is designed for front-line government staff who regularly interact with members of the public. It focuses on developing practical de-escalation skills and professional communication techniques tailored to the unique challenges of public service. Participants will learn how to manage tense interactions, maintain emotional regulation, and uphold government values such as transparency, accountability, and fairness—all while navigating complex or emotionally charged situations with professionalism and empathy.
●Duration: 90 minutes
●Delivery: Interactive lecture with supporting video examples
Learning Objectives:
●Identify strategies to maintain a respectful tone to meet needs of diverse constituents
●Learn to recognize early signs of escalation in client behavior (verbal and non-verbal cues of anger or distress)
●Apply verbal and non-verbal de-escalation tactics to defuse tense situations and reduce agitation