Course Curriculum
Course Materials, Syllabus & Team
Available in
days
days
after you enroll
- Land Acknowledgement
- Introduction from Steven Poplawski, CEO of Step Training Inc. (1:06)
- Step Outside Your Normal
- Your Training Team
- Syllabus
- Core Competencies
- Course Terminology
- Course "At a Glance"
- Video - Building the Needed Skills of De-Escalation (1:07)
- A Service Oriented Approach
- Video - Verbal Contract (0:23)
- Pre-Knowledge Check
Models and Graphs
Available in
days
days
after you enroll
Emotions - What are they?
Available in
days
days
after you enroll
Overriding Goal of De-Escalation
Available in
days
days
after you enroll
It's a Matter of Process
Available in
days
days
after you enroll
Noise and Value
Available in
days
days
after you enroll
Professionalism
Available in
days
days
after you enroll
- Present a Professional Demeanor
- Video: Professional Adaptability & Focus (5:31)
- Building Confidence
- Video: False Confidence (5:55)
- Meet People Where They are Currently AT
- Are they Ready for the Information?
- Expectations Defined
- How our Expectations Affect Outcomes
- What is a Professional?
- Key Components to Professionalism
- What do Professionals Instill?
- Professionals Are Outcome Driven
- The Stories We Tell Ourselves (1:35)
- Small Wins - Big Gains
- Momentum
- Building Real Confidence
- Trained Behaviour
- Professionalism Quiz Multiple Choice
Meeting Human Needs Before Professional Needs
Available in
days
days
after you enroll
Introduction to De-Escalation
Available in
days
days
after you enroll
- Professional Model of De-escalation (Positioning)
- Positioning
- Body Language in Communication
- Eye Contact
- Framing Diagram
- Video - The Pieces of De-escalation (1:23)
- Effective and Transparent Approaches To De-escalation
- Video - De-escalation Introduction (0:40)
- Understanding De-escalation
- Overriding Goal of De-escalation
- The Subject Determines Our Behaviour
- Exercise - Define De-Escalation
- Goal or Process?
- De-escalation Defined
- De-escalation Defined (Practical)
- De-escalation Techniques and Strategies
- Examples of Strategies & Techniques
- Revised Goal of De-Escalation
- De-escalation Audio (1:09)
- Lesson Takeaways (0:24)
Identifying Emotional Level through Observed Behaviour
Available in
days
days
after you enroll
Communication Approaches
Available in
days
days
after you enroll
Strategies and Techniques of De-Escalation - Cooperative
Available in
days
days
after you enroll
- Professional Model of De-escalation - Emotional Scale
- Behaviour Identification
- Effects of Emotion
- Cooperative Person
- Cooperative vs. Friendly
- Personalization
- Audio File - Make It Personal (1:08)
- Personal Gesture
- Establish a Relationship
- Parking Verbal Pushbacks (Model)
- "Parking" Pushbacks
- "Parking" Scripts
- Audio Parking (0:25)
- Personalization Tools
- Avoiding the use of Certain Words or Phrases
- What's Wrong?
- De-Escalation Quiz Multiple Choice
Validation: Intervention for De-Escalation
Available in
days
days
after you enroll
- Validation in De-escalation (Model)
- Video - Validation Introduction (0:34)
- A Three Step Process To Validation
- What People Want To Know
- Seeking to be Valued
- Human Value
- Validate - Don't Compliment
- Compliments Are Not Enough
- It Is A Human Need
- Professional Approach
- Exercise In Validation
- Practical & Consistent Approach
- Video - Validation Demonstration (0:35)
- Three Step Validation Process Part # 1
- Three Step Validation Process Part # 2
- They Matter
- Putting it Together
- Three Step Validation Process Part # 3 (A)
- Three Step Validation Process Part # 3 (B)
- The Offer
- The Offer - Examples of Language
- Making Validation Personal
- They Will Tell You
- Modified Validation Statement
- What If You Initiate The Discussion?
- Strategies Applied for a Cooperative Person
- Exercise: Validation
- Conclusion: Validation
- Validation Quiz Multiple Choice
- Lesson Takeaways (0:24)
Strategies and Techniques of De-Escalation - Uncooperative
Available in
days
days
after you enroll
- Uncooperative Person
- "Dug-in" Position
- "Venting" Understood
- Venting Is Not Communication (1:25)
- An Adult Temper Tantrum
- Need To Change Roads
- Video - Emotional Trigger Introduction (1:19)
- What Drives People Into Elevated States?
- Reminder
- Not A Medical Diagnosis
- Video - Triggers Defined (1:19)
- Emotional Triggers
- Speak To Trigger - Not Observations
- Address The Source Of The Escalation
- Avoid Judging The Source of the Trigger
- Closed Emotional Loop
- Loss Of Thinking Process
- Key Characteristics of an Emotional Loop
- Uncooperative Quiz Multiple Choice
- Lesson Takeaways (0:24)
Ego
Available in
days
days
after you enroll
Pause: Intervention for De-Escalation
Available in
days
days
after you enroll
- Using the Pause Intervention in De-Escalation (Model)
- Video - Stop Introduction (0:39)
- Pause: A Powerful Intervention
- Video - Pause Intervention (4:52)
- Stopping The Person
- Bringing Them Back To The Point Of Communication
- A Point Of Clarification
- Redirect Back To The Source
- Video - Refocusing Communication (3:02)
- Pause - Redirect
- Pause - Redirect Example
- Pause Quiz Multiple Choice
- Lesson Takeaways (0:24)
Uncooperative Person Displaying or using Violence
Available in
days
days
after you enroll
Resolution
Available in
days
days
after you enroll
De-Escalation in Review
Available in
days
days
after you enroll
Final Assessment
Available in
days
days
after you enroll
Closing Remarks & Summary
Available in
days
days
after you enroll