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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


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.

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