Course Objectives

This workshop will empower frontline healthcare professionals to manage escalating or threatening situations in a manner that will prevent harm to themselves or their patients. In this 4 hour session you will learn effective strategies for de-escalating a situation, including the three domains of situational awareness , the ten domains of verbally de-escalating an agitated person and communication intervention techniques.

Upon successful completion of the workshop activities, the learner will be able to:

• Define “situational awareness”
• Identify  the three domains of “situational awareness”
• Apply the three domains of “situational awareness” to daily practice
• Identify the ten domains of Verbal De-escalation
• Describe “active listening” and communication techniques

Intended For

Frontline healthcare professions and administrative staff who interact directly with patients