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Customer Service Series

Verbal De-escalation


Description
Learning objectives:
After completing this course, the participants will be able to:

✔️ Define and discuss "verbal de-escalation"
✔️ Demonstrate understanding of strategies to maintain self-control
✔️ Apply the concepts of empathy and emotional intelligence to de-escalating a patient in a sample scenario

Program: C3

Content
  • Meet your instructor: Marcy Witherspoon, MSW, LSW
  • Introduction
  • What is Verbal De-escalation?
  • Maintain Self-Control and Two Concepts
  • Remain Calm
  • Strategies to Stay Clam
  • Deep Breathing
  • Listening to Understand
  • Validate Concerns
  • Name it to Tame it
  • Keep Silence
  • The Power of an Apology
  • Dealing with Abusive Questions
  • Knowledge Check
  • Developing Emotional Intelligence
  • Emotional Intelligence
  • An example and Wrap-Up
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever
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