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2. PROFESSIONAL DE-ESCALATION TRAINING FOR FRONTLINE AND CUSTOMER SERVICE PROFESSIONALS (Level 1) - (12 Hours of Independent Work)
Course Materials, Syllabus & Team
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
Professional De-escalation Model
Emotional Scale
Behaviour Identification Continuum
Framing Diagram
Eye Contact Figure
Emotions - What are they?
Emotions Defined
External vs Internal
The Transient Nature of Emotions
Overriding Goal of De-Escalation
When a Small Matter Becomes Escalated (3:04)
Overriding Goal of De-Escalation
Focus on Gaining Acceptance
Perception of What You are Doing
It's a Matter of Process
Introduction (0:43)
Chair Analogy (0:28)
The Habit Cycle
Shut off Your Autopilot (1:19)
Connecting to De-escalation (1:09)
Noise and Value
Noise
Example
Value (1:12)
Noise vs Value (1:24)
De-escalation model
Professionalism
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
Human Needs
Personal Needs Explored
Professional Needs
The Order Matters
Help - Don't Judge (0:55)
Introduction to De-Escalation
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
Problem Solving Continuum
Audio (1:28)
Explanation
Communication Approaches
Don't Start Your Response With The Following
Process of Communication with escalated or challenging people
Specific Intended Responses
Strategies and Techniques of De-Escalation - Cooperative
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
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
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
Ego Defined
The "Ego: Effect"
Defending Actions & Positions
Video - Ego's Effect On Communication (0:44)
It's About Them...Not Us.
Pride
Pause: Intervention for De-Escalation
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
Violence
Person Displaying or Using Violence
Resolution
Resolution in De-Escalation (Model)
Time to Do Your Job
De-Escalation in Review
Goal of De-Escalation
Professional Model of De-Escalation
Emotional Escalation Scale
Cooperative Person
Strategies Applied for a Cooperative Person
Uncooperative Person
Pause Intervention Review
Final Assessment
Final Assessment Quiz Multiple Choice
Closing Remarks & Summary
Video - Closing Remarks (0:37)
Video - Course In Summary (2:23)
Process of Communication with escalated or challenging people
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