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Surviving Verbal Conflict®: Overcoming Client Verbal Resistance for Community Corrections Professionals

Surviving Verbal Conflict®: Overcoming Client Verbal Resistance for Community Corrections Professionals

  • Harry P. Dolan
    Chief of Police (Ret.)
  • Webinar, N/A
  • Jul 13, 2023
Course Length:
  • 2-hour
Registration Fee:
    • $125.00 for the first attendee – $75.00 per each additional attendee

Client resistance and verbal conflict is a daily part of life for probation officers, parole officers, and treatment specialists. Clients frequently resist motivational interviewing, fail to provide proof that they are seeking employment, and fail to follow through on counseling appointments. At times they can become argumentative and evening threatening. What options do we have for handling resistance and noncompliance other than formal sanctions? Yet community corrections professionals are expected to only use formal sanctions sparingly. Have we been trained how to handle client resistance to compliance in a tactful, professional, and successful way? Have we been given tools for motivating compliance in ways that do not always have to fall back on threats of formal sanctions? Perhaps this may be an area where our training tapes have run out, where we do our best to improvise, based on trial and error. Wouldn’t it be better to have training in evidence-based techniques to help us deal with verbal conflict, and overcome client psychological resistance / noncompliance?

Surviving Verbal Conflict® verbal de-escalation training can provide community corrections professionals with time-tested, evidence-based communication skills proven to help de-escalate volatile situations, safeguard officers’ emotional and professional well-being, and significantly enhance the agency’s professional image. 

This 2-hour webinar is a brief primer of the full Surviving Verbal Conflict® course. This webinar will introduce the attendee to the basic tenants of the Surviving Verbal Conflict® system. It will give the attendee a basic foundation in verbal de-escalation skills that the attendee can start to practice and apply right away in their jobs. Attendees who do follow through on practicing the basic skills taught in this webinar will be well on their way to becoming more effective professionals in interpersonal communication.

Course Topics:

  • Improve public safety professionals’ verbal communication skills
  • How to apply Rhetoric- Aristotle’s Art of Persuasion (The art of using speech to persuade) when deflecting & redirecting verbal abuse
  • Develop an understanding of Chief Dolan’s “Guardians of the Peace” concept “Language of the Street Fallacy”, “TUI Pattern” (texting, typing or talking under the influence)
  • Defuse potentially volatile verbal encounters
  • Avoid the “Rope-A-Dope Syndrome”
  • Understand the importance of managing “Hyper vigilance”
  • Raise organizational morale and grasp the concept of “Police Legitimacy”
  • Manage your verbal triggers & sidestep the “Niagara Falls Walk”
  • Significantly enhance the agency’s image throughout the community
  • Practice “Verbal Contact & Cover” principles
  • Apply the FAA’s “Sterile Cockpit Rule” on duty
  • Understand the importance of “Chief Dolan’s 24 Hour Rule” as a key component of communication success


Hiring and Retiring Healthy

  • “Thank you for doing this training! Every law enforcement & their families should have this training! SO IMPORTANT!”

-Detective, Utah

Verbal De-escalation: Surviving Verbal Conflict

  • “…Lt. Nieters’ ability to teach this class truly gripped me into seeing [that] I need a change. Hope to attend further training.”

-Patrolman, South Carolina

Improving Public Perception of the Police

  • “Harry Dolan was one of the best instructors I have encountered in 28 years of service.”

-Lieutenant, Wisconsin

Courageous Leadership for Today’s Public Safety

  • “Chief Dolan seamlessly fused his knowledge of history, law enforcement and leadership to provide a wealth of information on this topic. Two days flew by, great course!”

-Officer, Pennsylvania

Homicide Investigation

  • “This course was one of the best & most informative courses I have ever taken. Capt. Babcock’s expertise in the course matter is excellent.’

-Deputy, Florida

Making Discipline Stick

  • “I would consider Matt to be a master orator. Kept a serious topic interesting with his unique and fantastic sense of humor.”

-Detective, South Dakota

Verbal De-escalation

  • “One of/if not the best training I’ve attended. Chief’s lectures were relatable, accurate, and captivating. I really enjoyed the entire week.”

-Officer, Virginia

Taking the Lead: Courageous Leadership

  • “Very well done. [I] look forward to sending my police leaders to future Dolan Consulting Group trainings!

- Chief, Pennsylvania

Evidence-Based First-Line Supervision Training

  • “This should be required for ALL leaders (or people in command) across the nation.”

-Sergeant, Texas

Verbal De-escalation: Surviving Verbal Conflict

  • “I’ve sent 2 of my team members to Verbal De-Escalation. I’ve had it & it’s an amazing class. After encounters, I see the 180 degree difference in these young officers! I will petition to send all of them.”

-Attendee, North Carolina

Developing Organizational Performance Leadership