Crisis Negotiations - Dealing with Difficult People in Difficult Situations

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Course Description:

This course will prepare the participant for conflicts with difficult people. It outlines the resolution process and teaches you how to avoid natural responses to aggression. Defusing techniques, reframing techniques and active listening are all discussed in detail. The resolution process is taken to the problem solving phase with guidance on demeanor and precautions emphasized. Finally, we will offer tools for dealing with altercations while keeping yourself safe and using common safety practices when confronted with a weapon.

Course Covers:
  • Identifying Your Preferred Conflict Mode
  • The Resolution Process
  • Avoid the 3 Natural Responses to Aggression
  • Defusing Techniques
  • Reframing Techniques
  • Active Listening
  • The Problem Solving Phase
  • Responding to Altercations
  • If Confronted with a Weapon



Learning Outcomes:

A participant who completes this course will have the capability to avoid the three natural responses to aggression with the understanding of the resolution process and defusing techniques.


Personalized certificate awarded upon successful completion of course and final test.

Who Should Take this Course:

HR Managers, Operations Managers, HR Personnel, Supervisors, Security Personnel, Risk Managers, and anyone committed to enhancing their professional skills in relation to ASIS, HRCI and SHRM.

Course Preview:
US Content

The use of this seal is not an endorsement by the HR Certification Institute of the quality of the program. It means that this program has met the HR Certification Institute's criteria to be pre-approved for recertification credit.

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Price: $49.95 USD

Group Price: Contact for Rates

Course Length: 00:42:29

Course Presenter:

Dr. Marc McElhaney
» Click to read speaker's bio


A computer with internet access; Microsoft Silverlight installed; iPad's are not currently supported.

Delivery Method:

Online Course

Course Completion Timeline: You will have 180 days to complete this course after enrolling

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