Nonviolent Crisis Intervention Training (Sold Out)

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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.