Verbal De-Escalation: Foundational Skills in Effectively Managing Emotional Escalation
Habilidades fundamentales para gestionar eficazmente la intensificación emocional
This training was presented on
March 10, 2026
REPLAY & RESOURCES:
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TRAINING DETAILS:
When working in a client-facing role, it is inevitable that we encounter frustrated, angry, or dissatisfied people. These interactions can range from uncomfortable to frightening. Without the skills and confidence to handle these situations, we run the risk of damaging our relationships with others and contributing to our own emotional exhaustion.
Verbal de-escalation is a set of practical skills that can lead to a safer, calmer workplace. This training provides foundational skills in de-escalating emotional and behavioral agitation.
Participants will be able to:
- Identify the psychological & behavioral aspects of emotional escalation
- Identify common challenges of verbal de-escalation and learn strategies to overcome them
- Learn to recognize and manage your own heightened emotions
Cuando trabajamos en un puesto de atención al cliente, es inevitable que nos encontremos con personas frustradas, enojadas o insatisfechas. Estas interacciones pueden variar desde incómodas hasta aterradoras. Sin las habilidades y la confianza necesarias para manejar estas situaciones, corremos el riesgo de dañar nuestras relaciones con los demás y contribuir a nuestro propio agotamiento emocional.
La desescalada verbal es un conjunto de habilidades prácticas que pueden conducir a un entorno laboral más seguro y tranquilo. Esta formación proporciona habilidades fundamentales para reducir la agitación emocional y conductual.
Los participantes podrán:
- Comprenderán los aspectos psicológicos y conductuales de la intensificación emocional
- Los desafíos comunes de la desescalada verbal y aprenderán estrategias para superarlos
- Aprenderán a reconocer y gestionar sus propias emociones exacerbadas
Who should attend: All staff of family resource center (FRCs), child abuse prevention councils (CAPCs), community-based organizations, and other child- and family-serving systems.
IMPORTANT TRAINING INFORMATION:
- This is a webinar-style training. This means that you will not be on camera and will not be able to see other learners. This training will not include breakout rooms. Opportunities to interact with the presenter(s) and other participants will be included.
- This training will NOT be recorded.
- California privacy laws mandate consent for recording conversations using AI applications. To ensure a respectful and secure learning environment for all participants, AI assistants are not allowed in CalTrin training. We value an accessible learning environment. If you require an accommodation to support your learning, please email us at least three business days before the training.
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INFORMACIÓN IMPORTANTE SOBRE EL CURSO:
- Este curso es de tipo seminario por internet. Esto significa que usted no estará en cámara y no podrá ver a otros alumnos. Este curso no incluirá salas de descanso. Se incluirán oportunidades para interactuar con el presentador o presentadores y con otros participantes.
- Este curso NO se grabará.
- Las leyes de privacidad de California exigen el consentimiento para grabar conversaciones utilizando aplicaciones de inteligencia artificial. Para garantizar un entorno de aprendizaje respetuoso y seguro para todos los participantes, no se permite ayuda de inteligencia artificial en los cursos de capacitación de CalTrin. Valoramos un entorno de aprendizaje accesible. Si necesita alguna adaptación para facilitar su aprendizaje, envíenos un correo electrónico, al menos tres días laborables antes del curso.
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MEET THE SPEAKER
Marlene is an Organizational Health Specialist and is the lead of the TEND Working Well, Together Program where she works collaboratively with leaders to create the best possible work environments for their teams.
Marlene is a skilled trainer teaching on the topic of secondary traumatic stress, organizational health, trauma-informed practices, debriefing and intractable problems. Marlene taps into her years of experience by using stories and case examples to illustrate concepts in a tangible and engaging way.
Marlene has worked in a variety of settings, including health care, child welfare, child advocacy and community mental health. With over 20 years of experience, she has worked in front-line, consultant and leadership roles across sectors, as well as within multidisciplinary teams.
Marlene holds her Masters of Social Work, is a Certified Circle of Security Parenting Facilitator, a Certified Trauma Focused Cognitive Behavioural Therapist, and is trained in DBT Skills for Adolescents.
