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De-Escalation

Custom Training

De-escalation training helps participants manage conflict, build trust, handle crises, and improve customer service with less emotional strain. Industries worldwide invest in it to boost effectiveness and reduce dissatisfaction.

Participants will evaluate their current techniques and learn new strategies for handling difficult people and situations. Through emotional intelligence and de-escalation skills, they will enhance both professional and personal relationships. The goal is to build confidence and gain the skills needed to manage challenging scenarios effectively.

Completion of the Emotional Quotient Inventory (EQ-i) is strongly recommended. This assessment provides a snapshot of emotional intelligence, helping individuals balance EQ competencies for greater impact.

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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.