De-escalation Tactics & Awareness Training (Group License)

Course Description

This course teaches the essential people skills needed to handle challenging situations and resolve conflicts effectively. With these new strategies you will be more prepared to address problems, improve customer service relationships and avoid larger security incidents. This course will equip you with the tools needed to assess the intensity of a situation, apply de-escalation tactics to diffuse tension & solve underlying problems, and open your mindset to consider different norms & expectations. This course also covers how to use your body posture & physical spacing during a conflict, and how to notice indicators of a potentially violent person. Special attention is paid to increasing awareness regarding cultural diversity, homelessness, and mental health issues and how de-escalation strategies can be applied successfully in many situations.

Course Content

Section 1: What is De-Escalation
Section 2: How to De-Escalate
Section 3: Diversity & De-Escalation
Section 4: Homelessness and Mental Health Issues
Section 5: Noticing Indicators to Potential Violence

Who Is This Course For

Security Personnel
Customer Service Representatives
Concierge Teams
Retail & Sales Associates
Front Desk/Reception
Any Customer-Facing Roles

Inside The Course
De-Escalation LAST
De-Escalation Learning Objectives
Sal Lifrieri
Security Consultant, Author, Lecturer

Sal LifrieriMr. Lifrieri is currently the President of Protective Countermeasures Inc., a security firm located in New Rochelle New York specializing in threat mitigation, investigation and training.

He is often sourced by both the local and national news media for commentary on security and terrorism related stories; is a published author and frequent lecturer.

Christine McQuillan
Course Designer, Content, and Producer

Christine McQuillanChristine is a seasoned Instructional Designer and E-Learning Developer. She earned her Bachelor of Science in Education from Illinois State University. Beginning her career as an educator in inner-city Chicago, she transitioned to training flight attendants, focusing on emergency evacuations, equipment procedures, and aviation security.

Christine holds the credential of Certified Instructional Trainer by the Board of Certified Safety Professionals, and has furthered her expertise with completion of OSHA 30 outreach training. Her niche lies in crafting comprehensive courses spanning security, occupational health and safety, and public health topics.


Group discount applied at checkout
Group License Discounts
# of Seats Discount
10+ 10% off
50+ 15% off
100+ 20% off
500+ 25% off
1000+ Call for special pricing!
This course includes: