De-escalation in a Union Environment

Issued by Southern Connecticut State University

Learners understand how to de-escalate hostile, angry, and threatening client behaviors effectively. This includes non-verbal and verbal strategies, responding to and managing insults, dealing with complaints, and using empathic and validation skills as de-escalation tools.

Type Learning
Level Foundational
Time Hours
Cost Paid

Additional Details

Skills

De-escalation Techniques
Non-Verbal Communication
Verbal Communication Skills

Earning Criteria

Identify triggers to agitation and anger. Identify behaviors that tend to escalate agitation and anger. Use strategies to manage their own emotional responses to anger/agitation. Use skills and behaviors that can de-escalate problematic behaviors in others. Use strategies to more effectively minimize negative behaviors in difficult familiar/regular clients.