Course curriculum

  1. 1

    • The De-Escalation Mindset

    • De-Escalation Concepts

    • Verbal De-Escalation Techniques

    • L.E.A.P.S. and Strategic Communications

    • Emotional Intelligence in De-Escalation

    • Emotional Intelligence
  2. 2

    • Situational Awareness and De-Escalation

    • The Heart of Conflict

    • Body Language and De-Escalation

    • Deliberate Listening

    • De-Escalation Scenarios

    • De-Escalation Take-Aways