Today’s increased service demands and scrutiny placed upon public safety professionals have resulted in a growing need to master verbal conflict management skills. When negative verbal encounters escalate to the point where physical intervention is used, criticism often abounds when it is later discovered that there is little evidence of verbal de-escalation techniques employed by our personnel. This is particularly true when incident video and audio reviews are utilized. In some cases, it has become clear that the verbal actions of the public safety responders actually served to escalate the situation. Administrators are now asking, have we adequately trained our personnel to successfully manage and respond to verbal confrontations in a professional manner?
Surviving Verbal Conflict® training provides public safety professionals with time-tested communications skills proven to help de-escalate volatile situations, safeguard fellow officers’ emotional and professional well-being, and significantly enhance the agency’s professional image. And, in the event that de-escalation proves impossible, the utilization of these techniques make use of force decisions more readily defensible in the courtroom and in the public eye.
Presented by Chief Harry P. Dolan, (Ret.)
LET Approval: 8 hrs. Annual & Supervisory