Contact

Amanda Shaw 
Mental Health America of Northern Kentucky & SW Ohio 
513-320-3488 
ashaw@mhankyswoh.org 

CEU Information

Mental Health America of NKY & SWOH maintains responsibility for this program and its content. Course content is meeting the continuing education license requirements for 8 CEUs (3sessions totaling 8 hours):

  • Ohio Counselor, Social Worker, Marriage and Family Therapist Board #RCST111001
  • Kentucky Board of Social Work Sponsorship Approval # KBSWSP 2020054

 

Non-Escalation as De-Escalation: Improving Satisfaction, Safety & Outcomes 

Register Now!8 CEUs for $45

Non-Escalation as De-Escalation: Improving Satisfaction, Safety & Outcomes

This training will be split into three sessions on the following dates:

  1. November 9 (10 AM – 12 PM EST)
  2. November 16 (9 AM – 12 PM EST)
  3. November 18 (9 AM – 12 PM EST)

Who Should Attend: Contact professionals working in such disciplines as: healthcare, security, education, public safety, transit, social services, retail, hospitality, and customer service. (e.g., front-line staff, security officers, nurses, educators, police officers)

Course Description:

This course will focus on addressing the entire spectrum of human conflict at the point of impact from before an interaction begins through to the consequences of how an interaction is managed. Appropriate for individuals who spend time interacting with the public including but not limited to healthcare, security, education, public safety, transit, social services, retail, hospitality, and customer service. Trainees can expect to be able to: provide better customer service; predict, prevent and mitigate conflict; avert verbal and physical attacks; de-escalate resistance, anger and abuse; and control crisis and aggression.

Training Content:

  • Engage in a way to not cause conflict or unnecessarily escalate situations (non-escalation)
  • Confidently and professionally deal with questioning, anger, and verbal abuse
  • Participate in difficult conversations and mediate positive outcomes
  • Effectively de-escalate conflict and remain safe in crisis situations
  • Persuade others to cooperate
  • Know what to do and how to do it when resistance or aggression results in physical engagement
  • End an interaction in a better place than where it started
  • Look good on camera no matter where an interaction ends up
  • If necessary, articulate a defense for taking appropriate action

Presenter:

Amanda Shaw, Mental Health America of Northern Kentucky and Southwest Ohio, Mental Health & Criminal Justice Program Director