Preventing Escalation During Client-Staff Interactions

Staff working with children, youth and families involved in the child welfare and delinquency systems must understand the importance of being safe while helping to ensure the safety of others. Many harmful incidents can be avoided if staff recognize and respond appropriately to potentially volatile situations. Through participation in this workshop staff will understand the reciprocal nature of client-staff communications, enhance awareness regarding how their own verbal and nonverbal behavior affect clients, identify self-regulation and stress management strategies that impact the outcome of client-staff interactions, and acquire techniques to prevent and de-escalate a crisis situation for the safety of clients and staff.
Learning Objectives:
• Assess the use of verbal and nonverbal communication skills during client-staff interactions
• Deepen the ability to self-regulate emotions and manage stress levels
• Identify the best practices that enhance a client’s ability to manage emotions and the recommended contexts for delivery
• Analyze the variable reasons why children and adults exhibit challenging behaviors
• Increase the ability to reframe a challenging interaction with a client
• Match the correct staff verbal and nonverbal responses with the defined escalation stage of clients
• Demonstrate evidence-based techniques to prevent and de-escalate a crisis situation developing between a client and staff member or between clients

Cancellation Policy: Cancellations will be accepted up to one hour prior to the scheduled web-based course or registration deadline, whichever comes first. Non-attending registrants will incur for their agency the same fee as if they had attended. Cancellation information can be found in the registration details. All substitutions must be sent to webinars@pccyfs.org.