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CREATING OPPORTUNITIES WITH RESPECT & EMPATHY DE-ESCALATION – FACE TO FACE
October 24, 2022 @ 9:00 am – October 25, 2022 @ 4:00 pm
Introduction
- Introduction Sequence
- Traditional lecture vs. skill based learning
- De-escalation Overview
- Goals of the course
Part I: Realizing Expectations
- Being a professional brings expectations from:
– The organization, the public, the media and the courts - Natural reactions in the face of conflict – Fight, Flight or Freeze
– Exceptions are those who benefited from: great parents, great mentors, the Anvil of Experience (making mistakes) or effective training Experience Alone is No Guarantee of Success – Ericsson’s 10,000 hr. principle - Intergenerational Communication
– For the first time, we are seeing Grandparents working on teams that contain persons their grandchildren’s age. Dr. Mary Donahoe - The Impact of Technology on Interpersonal Communication
– Video Technology has created a new reality, the power of social media
Part II: It’s Not Personal!
- Rationalizing the Irrational
– People under the influence of negative emotions can appear irrational
– Their attacks can be very personal and offensive - People Don’t Mean What They Say …
– Words and meanings can be (and usually are), completely different
– We need to ignore the words and search for the correct meanings - Don’t Take the Bait – 80% of Complaints Stem from Our Reaction
- EGO Is the Enemy
Ultimately, that voice in our head that makes us do and say things that we never planned on doing or saying! - Compliance vs. Cooperation – Separating attitude from behavior
- The Unanswered Question – the appropriate response to verbal resistance
Part III: The Learned Response Confidence In Conflict – Confidence comes from skill acquisition and skill development Aristotle – ‘Audiences Are Made, Not Found’ and the 3 Appeals Emotional Intelligence:Knowing who we are and what our role is (moral compass) Recognizing our emotions (and only perform the positive ones) Recognizing the emotions of others (empathy) Using this awareness to start building a relationship THE 93% RULE – It’s not what you say, it’s how you say it!
- Breath! – Control your heart rate and prevent your emotions from ‘high jacking’ you
- C.O.R.E. Philosophy
– By recognizing and controlling our negative emotions, we can now perform only positive emotions. This mindset allows us to see opportunity in conflict as we endeavor to maintain the high ground by showing respect and diffusing the other with empathy - PROFESSIONAL RESPECT
– Performed respect forms the basis of a healthy relationship - PROFESSIONAL EMPATHY
– Essential for diffusing a difficult encounter – empathy absorbs tension
Part IV: Communication Essentials
- Active Listening Revisited – Finding the meanings behind the words
- The Power of Paraphrasing – the ultimate communication tool
- Digging Deeper – asking the appropriate questions at the appropriate time
- Providing Real Options – The essence of persuasion
Part V: Practical Application
- Personal Security Awareness
– Imminent Jeopardy
– Proxemics - De-escalation Phrases – demonstrate that you are listening – refocus the contact
- C.O.R.E. PROCESS
– Introduction Sequence
– Clarify – ask the $1,000,000 question
– Establish Context– tactfully minimize resistance, build upon credibility
– Proceed OR Persuade – Verify
Conclude - Case Study – application of C.O.R.E. techniques to actual events
- Scenario Development – Practical application
– Skill building – Introduction Sequence with De-escalation phrases
– Skill building – Clarifying Sequence
– Skill building – Putting it all together, no resistance
– Skill building – Minimal Resistance – persuasion
– Skill building – Medium Resistance – persuasion – Verify - The Ethical Protector Creed and Closing Remarks
Date: October 24 & 25, 2022
Time: 9:00 a.m. – 4:00 p.m.
Cost: $600.00
Instructor: Darcy Pennock
