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De-Escalation Training: The Practice of Persistence and Resourcefulness

October 22 @ 9:00 am - 10:30 am

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Join us for the third of five unique workshops on conflict de-escalation training. Attendees will receive access link via email on 10/21.

This is the third of our five-part series on de-escalation. Don’t worry, you don’t need to see them all or in order, and recordings will be made available on csdpool.org after each session.

This session will instruct participants on how to be assertive while preserving customer relationships. Participants will learn how to reinforce the policies, and rules that help to govern the workplace and provide the framework by which the organization functions. They will learn how to effectively communicate, and keep dialogue moving forward through the use of open-ended questions that help the participant understand the benefits of processes, policies, and procedures that are tied to every public sector agency.

  • How to reinforce non-negotiables, policy, process, procedures, regulations, etc.
  • Understanding the benefits of persistence
  • Practicing openness: sharing the data, discover how to explain gaps
  • Acquire the art of asking opened ended questions
  • Learn how to disagree while remaining professional

About the Presenter: Gil Morales has worked in a number of capacities involving the necessary skill of de-escalation strategies used to employ verbally, and physically aggressive individuals.

As a Federal Officer, he engaged with people who were in very difficult circumstances of their lives, and in many instances very desperate. The behaviors would manifest itself in extreme illustrations of emotional outbursts which entailed, severe language, loud and boisterous physical and verbal language, and sometimes physical aggression.

He also worked for the Contra County Health Center in various capacities for the county. He worked in some of the most challenging cities in the bay area, Richmond, Pittsburg, Emeryville, San Pablo, Martinez, to name a few. The clientele would range from individuals whose only interest was receiving health care service, however; there were numerous times where a client did not get what they expected, wanted or felt they deserved, and they would become extremely agitated. They expressed themselves in the same manner as those he served when working as a Federal Officer, their voices became elevated, their body language became increasingly aggressive, and there were many times when they would become physical.

In each one of these positions, the same behaviors were exhibited with the same non-verbal, and verbal cues. The level of escalation could be noted prior to any physical threat by the words they used, the volume, pitch, and tone of their voice, and their physical body language.