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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

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


Very informative presentation

  • Very informative presentation. I strongly feel that I’ve learned things that I can apply to both current and furture ivestigations. Sgt. Babcock’s experience and testimony help put the info into perspective in regards to how I can make use of it. I absolutely enjoyed the class.

Participant in Training, Kentucky

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  • I was able to take a number of tidbits and suggestions to tweak parts of our hiring and recruiting process. I also got verification that we are doing a lot of things correctly.

Major / Commander, Florida

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  • Exactly what I wanted to know.

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