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De-Escalation

Custom Training

De-escalation training enables participants to navigate conflict, build trust, respond to crisis situations, diffuse tense interactions, and enhance customer service all at  a lower emotional cost. A myriad of industries around the globe are investing in de-escalation training to reduce dissatisfaction and improve effectiveness.

Participants have an opportunity to assess techniques they currently employ while developing new strategies for managing difficult people and situations. Participants will gain insight from emotional intelligence skills, while learning de-escalation strategies. The content can be used to improve one’s professional as well as personal relationships. In the end, the goal is to gain an intellectual understanding of the material as well as develop confidence and the necessary skills to effectively de-escalate a wide variety of challenging situations.

It is highly recommended each participant complete an Emotional Quotient Inventory (EQ-i) assessment. The EQ-i is a powerful tool that takes a snapshot of person’s emotional intelligence at a particular point in time. Emotional intelligence can be further developed by bringing EQ competencies into balance for greater effectiveness.

Student Learning Outcomes

By the end of the training, participants will be able to:

  1. Articulate the effectiveness of de-escalation.
  2. Identify and use one or more verbal de-escalation tools.
  3. Understand the role of emotional intelligence and identify at least two skills.
  4. Explain the role of mental resilience.
  5. Identify strategies for integrating de-escalation principles into a professional setting.
  6. Engage in introspective work to prepare for challenging interactions.
Participants will have the opportunity to partner with others to assist in generating potential solutions for similar problems/issues

Instructor

Dr. Candice Johnston serves as the associate dean of students in the Office of the Dean of Students at UNCW. She has collaborated with such prestigious organizations as the City of Wilmington, Wake Forest University Police Department, Wilmington Police Department, and the University Police Department (UNCW) regarding issues impacting town/gown relationships; she consults with a variety of faculty and deans across campus; and she is a member of the Student Behavioral Intervention Team (SBIT). She enjoys teaching leadership courses in addition to facilitating training sessions and workshops. She earned an Ed.D. in Higher Education from Texas Tech University, a Master of Arts in Leadership and Higher Education, as well as a Bachelor of Science in Psychology from Appalachian State University.

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