We're now offering live-streaming classes for agencies who can't travel due to COVID-19 - Read Announcement
Questions? CALL:  (919) 805-3020
Verbal De-escalation for EMS Professionals Train the Trainer Program: Surviving Verbal Conflict®

Verbal De-escalation for EMS Professionals Train the Trainer Program: Surviving Verbal Conflict®

  • Harry P. Dolan
    Chief of Police (Ret.)
  • A.J. Heightman
  • Abington, PA
  • Northeast
  • Jul 15, 2020 - Jul 17, 2020
Registration Fee:
  • $795.00

Verbal De-Escalation Train the Trainer Program: Surviving Verbal Conflict® course develops and prepares emergency medical service professionals to serve as trainers in Verbal De-escalation Training: Surviving Verbal Conflict®. This 2 1/2 day course covers the Verbal De-escalation Training: Surviving Verbal Conflict® course material as well as instructor development content including: how to present the lesson plan and program, student learning styles, and teaching practical exercises. Participants will be provided with all instructor related materials supporting their presentations which includes the SVC PowerPoint presentation, workbooks, practical exercises, as well as ongoing technical support.  

Today’s increased safety concerns, service demands, and scrutiny placed upon emergency medical service professionals have resulted in the growing need to master verbal conflict management skills. 

Verbal De-escalation Training: Surviving Verbal Conflict® training provides emergency medical service professionals with time-tested communications skills proven to help de-escalate volatile situations, safeguard fellow first responders emotional and professional well-being. And, in the event that de-escalation proves impossible, the utilization of these techniques demonstrates service excellence on the part of the service provider. 

Course Objectives

  • Improve emergency medical professionals’ verbal communication skills.
  • Learn how to apply rhetoric – Aristotle’s Art of Persuasion: using speech to persuade.
  • Develop skills to deflect & redirect verbal abuse
  • Defuse potentially volatile verbal encounters and understand when it’s time to stop talking and disengage.
  • Recognize potential “Pre-Attack Indicators”.
  • Develop an understanding of Chief Dolan’s “Language of the Street Fallacy” and “TUI Pattern “concepts.
  • Avoid the “Rope-A-Dope Syndrome”.
  • Understand the importance of managing “Hypervigilance”.
  • Raise organizational morale and grasp the concept of “EMS Legitimacy”.
  • 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.

Who Should Attend

  • All first responders: paramedics, EMT’s, firefighters
  • Emergency department physicians, nurses, and support personnel
  • First responder and emergency department supervisors and managers


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