What You will Learn

This session is designed for staff in all service settings, including healthcare, behavioral health, social services, and community programs. Participants will explore practical strategies to navigate challenging interactions with individuals experiencing emotional distress, behavioral difficulties, or escalated situations. Central to this session is the concept that effective support begins with managing ourselves first. Participants will be introduced to a new "lens" that encourages reflection on how their own responses, mindset, and emotional regulation directly impact the individuals they serve. By focusing on self-awareness and self-management, staff can foster safer, more productive interactions that promote engagement and inspire change. The ultimate goal of this training is to equip staff with tools that help them stay grounded and effective, while building trust and encouraging positive outcomes for the people they support—across all levels of care and community services.

  • Participants will be able to understand the power of our emotional tank and how to rationally detach.

  • Participants will be able to explore the stages of escalation and recognize early warning signs.

  • Participants will be able to learn practical verbal de-escalation strategies.

  • Participants will be able to learn the best practices for fostering trust and reducing conflict.

Course curriculum

  • 1

    Verbal De-Escalation: Strategies for Optimizing Relationships and Self-Management

    • Welcome to your CEU Webinar

    • Course Objectives

    • Verbal De-Escalation: Strategies for Optimizing Relationships and Self-Management (slides)

    • Quiz

    • Course Review Survey

Instructor(s)

L&D Luminary, Adjunct Professor, BADJIE Advocate, Organizational Leadership PhD

TJ Nino

Dr. T.J. Niño brings over 16 years of experience in organizational leadership, learning and development, counseling, and cultural transformation. With a PhD in Organizational Leadership and a proven track record of driving growth and engagement, Dr. Niño is passionate about equipping teams with practical tools to improve performance and workplace culture. She’s excited to lead today’s session and looks forward to learning alongside you.