Dealing with and De-Escalating Non-Compliance, Disruptive, Abusive and Other Conflicts During Phone Contacts - Day 2 Recording



Primary Competency

Public Health Sciences Skills

Contact Tracers, Case Investigators, and Resource Coordinators are in need of relevant de-escalation skills to adequately navigate difficult conversations they routinely encounter. As such, in partnership with CDPHE, we are pleased to offer the following 2 part training session. 

This learning opportunity is part two of this training series that will utilize a combination of didactic, discussions, video examples and case discussions to meet the training objectives.


The training will incorporate the following domains:

  1. Pre contact preparation considerations. This step would involve gathering information about the contact and identification of potential triggers.
  2. Client behavioral assessment
  3. Language based triggers
  4. Goals and Roles development
  5. Early warning behaviors of a potential conflict
  6. Initiating the communication and building rapport
  7. Conflict mediation and de-escalation techniques
  8. Utilization of ACT Guidelines


Learning Objectives


  1. Select introductory statements
  2. Build rapport utilizing six core communication options
  3. Conduct a real time client behavioral assessment
  4. Combine rapport building with de-escalation techniques
  5. Activate ACT Guidelines


Length of Learning Opportunity
1.5 hours
Registration Information
Click on the green "Register Now" button at the top left of this page. You will need to be logged in or will need to create an account prior to registering for this training. Creating an account will not automatically register you for this training. You will need to re-open this page and register. Please email with registration questions.
Presenter(s) and/or Content Experts

Dr. John Nicoletti received his Ph.D. in Counseling Psychology from Colorado State University in 1972. He co-founded Nicoletti-Flater Associates with his wife, Lottie Flater, in 1976. He has since established himself as a national expert in police psychology, violence risk assessment, workplace and school violence prevention, as well as crisis intervention and trauma recovery. 

Geographic Relevance

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