Nonviolent Crisis Intervention Training (Sold Out)

Description

To be added to the waitlist, please contact erin.walsh@cfhla.org. Thank you!


Learning Objectives

• Recognize common conflict triggers in the environment.
  • Understand the emotional and situational causes of guest agitation and how to anticipate potential confrontations.
• Apply core principles of verbal de-escalation
  • Demonstrate the use of calm tone, non-threatening body language, and respectful communication to diffuse tense situations.
• Utilize effective verbal strategies to resolve conflict
  • Practice using empathy, reflective listening, and solution-focused language to guide interactions toward peaceful outcomes.
• Avoid escalation traps and manage personal emotions
  • Identify counterproductive behaviors and maintain professionalism even under pressure.
• Know when and how to escalate appropriately
  • Recognize situations that exceed verbal resolution and require additional support or safety measures.