Optima Communication Skills Training - Reducing Conflict - De-escalation strategies

"Tact is the knack of making a point without making an enemy" - Howard W Newton

The Consultancy's Optima Communication Skills training programmes are devised for use by front-line staff including police and crisis management teams and are available as a 1 day course.

"I will take away from the training the knowledge that just changing words can diffuse situations".
Christine Beaumont, John Cleveland College

"I found the training very useful: the importance of showing courtesy from a position of strength; the important of thinking about the language that I am using. The importance of presuming that the other person will co-operate rather than resist. Eileen is obviously very experienced and her style of delivery is very entertaining.".
Pat Kearns, JC Cllg. Hinchley, Leicestershire.

- Initial Approach: Verbal and non-verbals that can immediately change the dynamics of an aggressive situation.

- Meeting the Mindset: Human beings do not, as a rule, respond well to being advised to "calm down" when angry. The language and tools of the Programme provide participants with strategies and techniques that are in keeping with the human psyche in times of stress.

- Presumptions: Avoiding physical and verbal conflict by using presumption-language that "presumes" co-operation and encourages collaboration.

- Problem-solving techniques: Encouraging participants to think outside the box when dealing with community problems.

- Conveying inclusion and courtesy from a position of strength

Empirical evidence would indicate that the best approach when entering a possible conflict situation is to offer courtesy and respect with the clear recognition that the worker is in authority. Again, verbals and non-verbals convey this.

- Language as a tool for conflict resolution

The training invites participant to look at language skills as an important part of liaison and how even volatile situations can be resolved by language alone.


Feedback from Police and Police Community Support Officers can be found on our Evaluations Map and wider detail is available on request.

For further details about the programme please contact us on Tel 0208 947 8093 or on the office mobile 07779 242 289 or email info@brief-therapy-uk.com