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