De-escalation Techniques For Consular Officers (ARCHIVED)

Overview

Delivery method

Virtual Classroom

Duration

3.5 hours

Audience

Employees

Description

This course, by invitation only, aims to build employee capacity to de-escalate hostile and crisis situations through the teaching and training of specific client-service techniques.

Learning Objectives

Upon completion of this course, participants will be able to:

• identify how expressed empathy and effective verbal and non-verbal communication can help diffuse difficult or crisis situations
• enhance their repertoire of techniques to safely identify, de-escalate and manage hostile client-service interactions
• implement different strategies to deescalate clients facing a variety of different situational and mental health challenges
• examine critically their own communication styles, and evaluate strategies to communicate more effectively using different mediums of service.

Legacy course code: 00030418