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

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

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

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.