Due to travel restrictions to halt the spread of COVID-19, we are offering this class as live-streamed, interactive event. We will send everyone who registers a link to the class a couple of days prior to the event. Please see below for eligible POST credit information.

Click here for an example of how this course will be presented when it's available online. The link will take you to a free webinar on how officers can keep the peace during this crisis.

Eligible POST credits are listed further down this page. Please note: POST credit may not apply to completing the recorded version of this class.

Today’s increased safety concerns, service demands, and scrutiny placed upon emergency medical service professionals have resulted in the growing need to master verbal conflict management skills.

Verbal De-escalation Training: Surviving Verbal Conflict® training provides emergency medical service professionals with time-tested communications skills proven to help de-escalate volatile situations, safeguard fellow first responders emotional and professional well-being. And, in the event that de-escalation proves impossible, the utilization of these techniques demonstrates service excellence on the part of the service provider.

Course Objectives>

• Improve emergency medical professionals' verbal communication skills.
• Learn how to apply rhetoric - Aristotle's Art of Persuasion: using speech to persuade.
• Develop skills to deflect & redirect verbal abuse.
• Defuse potentially volatile verbal encounters and understand when it’s time to stop talking and disengage.
• Recognize potential “Pre-Attack Indicators”.
• Develop an understanding of Chief Dolan's "Language of the Street Fallacy" and "TUI Pattern “concepts.
• Avoid the "Rope-A-Dope Syndrome".
• Understand the importance of managing "Hypervigilance".
• Raise organizational morale and grasp the concept of "EMS Legitimacy".
• Practice "Verbal Contact & Cover" principles.
• Apply the FAA's "Sterile Cockpit Rule" on duty.
• Understand the importance of "Chief Dolan's 24-Hour Rule" as a key component of communication success.

Who Should Attend:

• All first responders: Paramedics, EMT's, Firefighters
• Emergency department physicians, nurses, and support personnel
• First responder and emergency department supervisors and managers