Welle Training


Verbal De-escalation Course

Course Number
3000a
Price
75.00
Overview
NAPPI’s full course includes ten modules which, taken together, will give a comprehensive training in the ongoing process of preventing violence. NAPPI’s techniques feature a behavior assessment tool that creates a common language, provides humane and effective response options, and teaches the ways to develop a culture of cooperation. Rooted in the principles of Trauma-Informed care, the Recovery Model, and Positive Behavioral Supports, a NAPPI training will empower its trainees to go into their workplaces feeling both well-informed and ready to address whatever arises. The courses are organized into two sections, beginning with NAPPI foundations and continuing with skills for de-escalation. The foundation principles enable trainees to understand that preventing violence is an ongoing process: what you do when things are calm is just as important as what you do during times of elevating stress. In four modules, trainees will learn to recognize the meaning of behaviors and how to address them. Those Foundational modules include S.M.A.R.T. Principles, Lalemand Red Behavior Scale, Green Behavior Scale, Post-Incident Review. The NAPPI de-escalation skills instruction includes six modules that are designed to teach trainees how to restore calm and cooperation when tension begins to elevate. It includes Making a Clear Request, Keeping a Conversation on Track, Offering Choices,and Generating Cooperation.

The S.M.A.R.T. Principles

The five fundamental skills necessary to support a culture of safety. Once these easily-understandable principles become second nature, they can be applied to any situation. Asking how current behaviors can influence future events allows trainees to eliminate challenging behaviors before they happen.

The Lalemand Red Behavior Scale

An assessment tool to use with people whose baseline behaviors have escalated into a state of escalated stress. Using this tool, trainees will be able to identify behaviors, then understand what risks those behaviors present, and then determine the appropriate Minimum Impact response to take in that specific situation.

The Green Behavior Scale

Identifies areas of richness that can improve quality of life, thereby decreasing resistance and violent behaviors. Focusing on these elements diminishes the instances of escalation up the Red Scale. NAPPI’s advice to Live in the Green reflects the power of the triad that includes A Caring Community, Productivity, and High Quality Relaxation. The more these aspects of life are kept in balance, the less stress and anxiety will enter into the workplace.

Post-Incident Review

Teaches trainees how to document incidents in a clear, objective, concise and consistent manner. The common language of the behavior scale ensures that documentation is consistent over different departments and easily-understood by everyone. There are three components of a well-documented incident, including behavior level, specific behavior, and the staff response to that behavior. The opportunity to learn and prevent future incidents exists in simply learning to complete a successful review.

Making a Clear Request

A skill that trainees must develop before communicating with individuals exhibiting escalating behaviors. In this module, students will learn the importance of precise language and effective requests in an attempt to avoid misunderstandings and the resulting resistance. Maintaining the appropriate tone while keeping a request positive will enable trainees to avoid resistance and ambiguity in an escalation situation.

Keeping a Conversation on Track

A crucial skill for students to develop before addressing avoidant behaviors such as changing the subject, attempted distraction, or playing word games. The typical response to these behaviors is to either walk away or argue, neither of which is effective in accomplishing the original goal. NAPPI training teaches a third alternative that we call professional persistence. Trainees will learn the three techniques that it involves: planned persistence, tactful interruption, and creating an expectation of cooperation.

Offering Choices

Teaches students to offer positive choices in order to replace unwanted behaviors. Providing choices has been proven to give a sense of control over a situation that often results in positive outcomes. The specific formula for offering choices, known as Choice A/B, requires persistence without being controlling and positivity of words and body language, both in order to make the choices more appealing.

Defusing Techniques

Will teach students how to effectively stop or prevent escalating behaviors. This can happen very quickly, and it is important to intervene as quickly as possible, while maintaining a calm and respectful demeanor. Preventing a potential crisis can come down to something as seemingly small as eye contact. The mode of approach and positioning is important in the safe implementation of NAPPI techniques including Presence, Fake Misunderstandings, Confusion, Positive Reinterpretation, Calm and Soothing, and Soft Shock in the restoration of an atmosphere of calm and safety.

Generating Cooperation

Teaches students an approach designed to avoid resistance and encourage cooperation. Used with people on the lower end of the Red Scale, the objective is to avoid hearing no by assessing when a person is ready, willing, and able to cooperate. The verbal and non-verbal techniques for generating cooperation include a pleasant approach, positive requests, offering choices, using cues, assessing for resistance, and accepting positive responses and moving forward.

 

Objective

The S.M.A.R.T. Principles 

  • Understand how to use the S.M.A.R.T. Principles
  • Define each principle’s purpose
  • Identify strategies for using the principles in various situations
  • Understand the concept of Minimum Impact

The Lalemand Red Behavior Scale 

  • Identify the five levels of escalation
  • Recognize the behaviors associated with each level
  • Ascertain the second-level messages being transmitted by those behaviors
  • Isolate the appropriate staff response to each level of behavior

The Green Behavior Scale 

  • Create a low stress environment
  • Nurture a caring community
  • Develop a culture of productivity
  • Promote high quality relaxation

Post-Incident Review 

  • Use the behavior scale’s common language to detail the event
  • Employ the three components of a well-documented incident
  • Create their own clear, objective, and concise documentation

Making a Clear Request 

  • Demonstrate a simple, straightforward request
  • Identify words and phrases to avoid
  • Understand the importance of interacting with dignity and respect
  • Recognize the benefits of positive over negative requests
  • Appreciate the power of direct and observable requests

Keeping a Conversation on Track 

  • Employ techniques for preventing self-escalation
  • Present a professional demeanor when under stress
  • Use Planned Persistence to accomplish goals
  • Utilize Tactful Interruption to accomplish goals
  • Apply an Expectation of Cooperation to accomplish goals

Offering Choices 

  • Demonstrate a clear choice during a high stress situation
  • Understand how to prevent escalation
  • Utilize positive choices
  • Comprehend the trauma-informed basis of offering choices
  • Employ the Choice A/B formula

Defusing Techniques 

  • Employ the six defusing techniques
  • Assess a situation before approaching
  • Approach safely and position themselves during a confrontation
  • Select a technique based on communication, personal style and situation

Generating Cooperation 

  • Approach and assess signs of cooperation
  • Determine the appropriate timing and mode for requests
  • Utilize the most effective techniques
  • Avoid an initial lack of response
  • Identify signs of resistance

             

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