Risk Management

Verbal De-escalation, Conflict and Self Identification of Triggers (1 Day) - Virtual or In-person


In this introductory course, you will learn how to identify conflict, support people through challenging situations to shift out of their anger, identify personal triggers within yourself, manage those triggers while in conflict, triage and problem solve various conflict scenarios to identify the best strategy for resolution, and practice your new skills in the classroom.   You will learn how to stay “separate” from what is happening in front of you, and re-direct focus on the overall goal.  You will develop the skills to not “engage” in arguments, insults or other external factors while you work on positive problem solving in a situation.

Performance Objectives: Upon completion of this course you should be able to:

  • Identify Self Triggers
  • Use the four step verbal de-escalation process
  • Practice “mock” scenarios
  • Communicate in crisis situations
  • Engage in Self-Care
  • Recognize signs of conflict escalation

Indented Audience:  Public sector employees who deal in customer service or have direct contact with customers

If you have a specific group that you would like to target and gain specific skills and knowledge in this subject in a more in depth way please contact Dept. of Enterprise Services traininginfo@des.wa.gov

Virtually Led Trainings: If you’re registering for a virtual training, the classroom link and materials will be sent to you separately within 1-2 business days before the scheduled class date.

Scheduled Class Location and Dates
City / Facility Date and Time Course Cost Cancel Date Instructor
1 Virtual

Virtual Training
  • Dec 28 2020 8:00am-4:30pm
$225.00 Wed, 12/09/2020 - 16:00 Paul Figueroa
2 Virtual

Virtual Training
  • Mar 1 2021 8:00am-4:30pm
$225.00 Wed, 02/10/2021 - 16:00 Paul Figueroa