Flagship · 3 hours
Roadworthy Communications De-Escalation and Conflict Management Course
This 3-hour course teaches operators and frontline supervisors how to quickly, effectively, and compassionately de-escalate virtually any situation, from a frustrated rider to an openly hostile and aggressive individual. It was designed specifically for transportation professionals, giving them a virtual toolbox of simple, effective, street-tested communication and de-escalation techniques they can use to professionally handle any situation they may face while enhancing their personal safety on the coach or platform.
In addition, students will learn strategies to master their own emotional states, remain calm and centered in any situation, and make better communication and safety decisions even under great stress. With these techniques, operators become more resilient and handle stress in a healthier, more effective way in every area of their lives.
Topics covered
- How operators can manage emotions and stress, both long term and in the moment, to respond in a more professional and compassionate manner
- How to deal with individuals who are under the influence of drugs or alcohol, or dealing with mental health challenges
- Understand how the mind works to control anger and fear effectively
- Tools to communicate more effectively in every area of your life
- How to communicate in a persuasive and influential way
- Specific language scripts to create trust and build rapport quickly
- The S.H.O.W.T.I.M.E. method of communication
- How to communicate congruently for maximum effectiveness
- 8 simple de-escalation closes to find common ground and create understanding
- How to read body language and potential pre-assault cues
- Increase situational awareness and tap into the intuitive mind
