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Verbal De-escalation Training for EMS Professionals: Surviving Verbal Conflict®

Verbal De-escalation Training for EMS Professionals: Surviving Verbal Conflict®

  • Harry P. Dolan
    Chief of Police (Ret.)
  • A.J. Heightman
  • Abington, PA
  • Northeast
  • Jul 15, 2020 - Jul 15, 2020
Registration Fee:
  • $195.00

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