Verbal De-Escalation Course

This training is designed for Front-line Public Sector Customer Service Providers and Supervisors of Front-line Customer Service Providers. Mr. Graham provides training in "talking down" individuals in emotional and angry states. Most people follow a predictable chain of escalation before they get to the point of physically acting out.

This training teaches students to:


  • Learn verbal tactics to assist in diffusing clients/public
  • Understand and describe the predictors of violent behavior
  • Utilize your agency resources, procedures, and personal safety skill to ensure safety
  • Recognize and respond appropriately to dangerous situations in the workplace