De–Escalate Aggressive And Potentially Violent Situations

What you'll learn
Essential skills to mitigate danger
Understanding why we get ANGRY
Employ active listening skills to understand underlying concerns and frustrations.
What is EMPATHY and how to apply it successfully
Apply de-escalation techniques to redirect aggression and promote calmness.
Gaining an understanding of the 3 CHOICES we can make in any given situation
What to say - A five step process to de-escalate any situation
Managing communication with mentally ill individuals
Requirements
No experience necessary. All the strategies will be learned here
Description
Most face to face communication is transactional. A customer requests information on a product or service and you meet their expectation. But what happens when the customer isn't happy and you can feel the emotional temperature rising and you're fearful of what might happen next. Now imagine if you had a bunch of words, phrases and strategies to quickly de-escalate a situation. You'd feel more in control. You certainly don't want to unknowingly enflame the situation further so it's very important that you learn how to use planned responses. What really works when it comes to de-escalating anxious, hostile, or challenging behavior?How you respond to the behavior is often the key to defusing it.The primary objective in this course is to empower you with the confidence and capability to de-escalate tense or threatening circumstances before they become violent, creating an environment conducive to healthy and constructive communication.This course will identify strategies for you to use when trying to de-escalate persons displaying signs of aggressive behavior.These skills could literally save your life.A Warning up front - This course contains information that may be emotionally confronting for some people. If you find it raises any concerns please seek professional help.
Overview
Section 1: Introduction
Lecture 1 Introduction
Section 2: A brief history of aggression and violence through the eras
Lecture 2 A history of aggression and violence
Lecture 3 Societies in general are violent
Section 3: Definition of key words in this course
Lecture 4 Define De-escalation, Aggression and Violence
Section 4: Our first priority - SAFETY
Lecture 5 The number one priority and why it's important
Section 5: Aggression origins
Lecture 6 Where does our aggression come from
Lecture 7 Why is there so much anger about
Lecture 8 Stages of ANGER
Lecture 9 Quick re-cap
Section 6: Natural skills for Verbal De-escalation.
Lecture 10 The natural skills
Section 7: The De-escalation process
Lecture 11 The De-escalation process
Lecture 12 Real life example of EMPATHY in action
Section 8: Choices
Lecture 13 What are the 3 choices
Section 9: Planned vs Reaction responses
Lecture 14 The definable difference
Section 10: The STRATEGY
Lecture 15 Stepping through the strategy
Section 11: What to SAY
Lecture 16 Specific phrases put to use (Part 1)
Lecture 17 Specific phrases put to use (Part 2)
Lecture 18 Specific phrases put to use (Part 3)
Section 12: Thank you and bye for now
Lecture 19 Thank you
If you are working in a highly visible customer contact role (including telephone calls) this will benefit those in Law enforcement, security, local laws (councils) and State Government,Universities, collages, schools including all faculty staff,Health care such as hospitals and aged care


Homepage

https://www.udemy.com/course/de-escalate-aggressive-and-potentially-violent-situations/

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