Professional communications and crisis negotiations skills are one of the most important elements when managing people in crisis. Confident and skilled communicators can quickly de-escalate tense and difficult situations while building trust and enhancing the overall image of your organization and your personal safety. These skills are more important now than ever before especially for any front-line responder. CCII’s Advanced Crisis Communications / Negotiations for Front-Line Responders with Indigenous Lense Approach is a 3-day training opportunity designed to provide continuing education, skills improvement, and increasing proficiency for the Front-Line Responder, which includes Mobile Crisis Response Team members, Police, Health Care / Social workers, support staff and Supervisors.

Upon completion participants will be able to:

Understand what happens physiologically and psychologically when subjects are agitated or in crisis and employ active listening skills to de-escalate the subject and work towards lowering the intensity of the situation

• A review of the terminology and the signs and symptoms of common mental illnesses and specific crisis negotiations and crisis communication strategies and techniques

• Review common psychological disorders – Psychosis (schizophrenia) Mood disorders (depression) Personality disorders (antisocial, borderline, anxiety, PTSD)

• An understanding and using crisis communication skills, crisis negotiation techniques and strategies when managing a person suffer from a psychological disorder and in crisis

• Review in detail communicating with those struggling with addictions and in crisis

• Use various techniques that are effective in getting the subject to think and act more rationally and maintain a rapport

• Review the impact of trauma how it affects behaviour in a critical incident

• Move beyond basic verbal commands to actual problem-solving dialogue with persons in crisis

• Review and apply advanced Crisis Negotiation techniques to communicate with a person who is threatening to harm themselves or others

• Understand the potential benefits of slowing things down and using time to de-escalate

• Review and understand the elements of a high-risk incident and the dynamics

• Review personal safety tips

• Understand what happens physiologically and psychologically when subjects are agitated or in crisis.

• Review the benefits of active listening and empathetic response techniques.

• Dynamic, compelling case studies and lectures, from qualified, accomplished and experienced Crisis Negotiators.

Crisis Negotiation case studies use the power of example to teach negotiation strategies and critical incident response and examine the reality of high-risk incidents. Looking to past incidents where attendees can review what approaches the responders took, and how effective they were, will allow attendees to gain new insights into call dynamics.

Followed by a one-day Critical Incident Stress Management Workshop. Co-Instructor is Serenity Sandford. Serenity is an experienced professional in the mental health, addictions and a former Crisis Response Team member on Manitoulin Island. Co-Instructor Sergeant Ryan Shaw Durham Regional Police Service will provide valuable insight into Critical Incident Stress Management Debrief process. These programs are designed to aid the emergency personnel in managing their traumatic and cumulative stress reaction, prevent traumatic stress, mitigate traumatic stress, intervene to assist in the worker’s recovery from traumatic stress and restore the worker’s ability to function to maintain optimal health.