Verbal De-escalation Train The Trainer Program: Surviving Verbal Conflict®

Chief Harry P. Dolan’s, (Ret.) Surviving Verbal Conflict® Training Program has been provided to tens of thousands of public safety and healthcare professionals throughout the country. In response to popular requests, Chief Dolan has developed a train the trainer program providing professionals with the training, tools and material required to train agency personnel in the highly acclaimed Surviving Verbal Conflict® Verbal De-escalation Program.

Surviving Verbal Conflict® Verbal De-escalation Train-the-Trainer course develops and prepares attendees to serve as trainers in Surviving Verbal Conflict®. The course covers the Surviving Verbal Conflict® course material as well as instructor development content such as how to present the lesson plan & program, student learning styles, and teaching practical exercises. Participants will be provided with all instructor related materials supporting their presentations i.e. SVC PowerPoint presentation, workbooks, practical exercises, as well as ongoing technical support.

Today’s increased service demands and the scrutiny placed upon public safety and healthcare 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 results when it is later discovered that there is little evidence that verbal de-escalation techniques were utilized. In some cases, it has become clear that the verbal actions of the responders served to escalate the situation. Administrators are now asking, “Is this an area in which the training tape has run out? Have we adequately trained our personnel to successfully manage and respond to verbal confrontations in a professional manner?"

Verbal De-escalation training provides professionals with time-tested communication skills proven to help de-escalate volatile situations, safeguard fellow employees' emotional and professional well-being, and significantly enhance the organization's professional image. The course also provides opportunities for the participants to engage in practical skill building so that when they complete the training they are well on their way to becoming more effective professionals in communication.

• Improve verbal communication skills
• How to apply Rhetoric- Aristotle’s Art of Persuasion (The art of using speech to persuade) when deflecting & redirecting verbal abuse
• Develop an understanding of Chief Dolan’s “Guardians of the Peace” concept, “Language of the Street Fallacy,” and “TUI Pattern” (texting, typing, or talking under the influence)
• Defuse potentially volatile verbal encounters
• Avoid the “Rope-A-Dope Syndrome”
• Understand the importance of managing “Hyper vigilance”
• Raise organizational morale and grasp the concept of “Police Legitimacy”
• Significantly enhance the agency’s image throughout the community
• 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

Trainer Resources

Presentations:

• Police 4-Hour PowerPoint Presentation
• Police 8-Hour PowerPoint Presentation
• Civilian/Healthcare Public Service 4-Hour Presentation
• Fire Service 2-Hour PowerPoint Presentation

Workbooks:

• Police 4-Hour Workbook (Word / PDF)
• Police 8-Hour Workbook (Word / PDF)
• Civilian/Healthcare Public Service Workbook (Word / PDF)
• Fire Service 2-Hour Workbook (Word / PDF)
• Lesson PlansPolice 4-Hour Lesson Plan (PDF)
• Police 8-Hour Lesson Plan (PDF)

References:

• Practical Exercises
• Police Exam / Police Exam Answer Key
• Course Videos
• Research Briefs
• Articles

Recertification:

• $95.00 yearly renewal fee
• 10-Hour Update Online Training
• Continued updated content