| de escalation tactics customer service: De-Escalate Douglas E. Noll, 2017-09-12 Written by award-winning author, highly experienced mediator, and co-founder of the Prison of Peace project, Douglas E. Noll, De-Escalate gives you the proven process to calm any angry person or volatile situation in 90 seconds or less. Based on the practical experience of a master mediator and grounded in the latest findings in neuroscience, Douglas Noll offers his proven process—to empower you to successfully and efficiently de-escalate an angry person or volatile situation in 90 seconds or less—and how to apply this skill in all areas of life. We live in a more socially polarized time nationally and globally than ever before, as arguments easily flare up, aggression and bullying rises, and lines are drawn over politics, religion, and ideology. De-Escalate provides a new set of social listening and communication skills that solve the problem of what to do with angry, emotional people. The quick and effective techniques detailed in De-Escalate will help anyone dealing with this increase in anger from outside sources or anger in themselves. With simple, easy-to-understand steps, De-Escalate walks you through real-life examples and scenario-based conversations in order to create resolutions, build emotional intelligence, and cultivate empathy and healing. This book will teach the precise tools to master becoming a peacemaker, cultivating ways to co-exist and co-respect others in an increasingly hostile world. |
| de escalation tactics customer service: The Most Unnatural Act of All Harry Hammer, 2017-08-30 It's time to consider a safer way to deal with the human predators who walk among us. In his third book, Harry Hammer teaches you how to resolve conflict with non-violent de-escalation techniques. You will learn everything you need to know to resolve almost any type of conflict, which left unimpeded could lead to violence of tragedy. You will also learn skills, tactics, techniques and principles that will maximize your chances of staying safe - through the mastery of words. |
| de escalation tactics customer service: Autism Spectrum Disorder and De-escalation Strategies Steve Brown, 2014-12-21 This practical guide provides a complete picture of how non-physical and physical interventions can be used to manage behaviour and keep children with autism spectrum disorders or emotional, social and behavioural difficulties safe. With clear advice and strategies that can be easily implemented in practice, Steve Brown explores various options and interventions, and explains how professionals can manage the behaviour of children (aged 3-18) in the safest possible way, promoting assertiveness and confidence. He includes a range of de-escalation and behaviour management strategies, information on risk assessments and legalities, advice on how to create safe spaces, insight into non-verbal communication and positive listening, and an honest and open discussion about the important role of physical interventions and positive handling techniques. Providing clarity and insight into this complex subject, this book will allow professionals working with children and young people with ASD or ESBD to use non-physical interventions with confidence and understand the role of physical interventions as a last resort, within a legal framework. |
| de escalation tactics customer service: The 15 Fundamental Laws of De-escalation Brendan King, 2020-05-18 Author, Subject Matter Expert, and CEO, Brendan King shares his most profound lessons from working with the most violent and aggressive persons in mental health, criminal justice, law enforcement, and military combat overseas. The reader learns just how important establishing a grasp on the fundamental laws of de-escalation are prior to gaining real competency with often taught de-escalation techniques. Now with his second book, and over 15 years teaching all over the globe, leading one of the most highly regarded Crisis Prevention and Intervention training companies in the industry, anyone seeking to enhance their ability to resolve conflict and crisis situations must read this book. A great companion to this book, and fantastic opportunity to get certified in Crisis Prevention and Intervention Training can be found at: www.CrisisConsultantGroup.com |
| de escalation tactics customer service: Tactical Communication James Goolsby, 2017-03-10 Tactical Communication for Law Enforcement and Security is the ultimate guide to conflict resolution. Designed with police officers in mind, but filled with tools and techniques that anyone can use, topics include how to approach people and start a conversation, how to deal with difficult people, how to recognize the different personality types, and how to handle complaints. Plus much, much more. |
| de escalation tactics customer service: Don't Take the Bait to Escalate Jay Payleitner, 2022-03-15 Conflict is inevitable, but how we react to that conflict directly impacts our relationships. In Don’t Take the Bait to Escalate, readers will be given tools to help them understand the types of reactions that can fan the flames of a problem and those that will lead to restoration. Rooted in scripture, the reader will discover the impact conflict has upon relationships with family members, colleagues, friends, neighbors, and social media followers, and what you can do to restore any damage that may already have occurred. This book is a must-read in our cancel culture society, where conflict is the name of the game. |
| de escalation tactics customer service: Principles of Law Enforcement Edward Eldefonso, Alan Coffey, Richard C. Grace, 1974 This textbook is designed to introduce the student to all facets of law enforcement which deals with many general topics instead of a few topics in great depth. The material is divided into three parts. Part one deals with fragmentation of the criminal justice system as well as historical, theoretical, and legal aspects of law enforcement and crime. Part two discusses opportunities for employment in the criminal justice system, the organization and administration of various functions and services of law enforcement (i.e., introduction to specific techniques of police work such as patrol, investigation, and criminalistics). Part three introduces the student to the following specialized topics organized crime, victimless crime, arrest procedures, ethics in police work, and, police-community relations. |
| de escalation tactics customer service: The Knowledge Gap Natalie Wexler, 2020-08-04 The untold story of the root cause of America's education crisis--and the seemingly endless cycle of multigenerational poverty. It was only after years within the education reform movement that Natalie Wexler stumbled across a hidden explanation for our country's frustrating lack of progress when it comes to providing every child with a quality education. The problem wasn't one of the usual scapegoats: lazy teachers, shoddy facilities, lack of accountability. It was something no one was talking about: the elementary school curriculum's intense focus on decontextualized reading comprehension skills at the expense of actual knowledge. In the tradition of Dale Russakoff's The Prize and Dana Goldstein's The Teacher Wars, Wexler brings together history, research, and compelling characters to pull back the curtain on this fundamental flaw in our education system--one that fellow reformers, journalists, and policymakers have long overlooked, and of which the general public, including many parents, remains unaware. But The Knowledge Gap isn't just a story of what schools have gotten so wrong--it also follows innovative educators who are in the process of shedding their deeply ingrained habits, and describes the rewards that have come along: students who are not only excited to learn but are also acquiring the knowledge and vocabulary that will enable them to succeed. If we truly want to fix our education system and unlock the potential of our neediest children, we have no choice but to pay attention. |
| de escalation tactics customer service: Verbal Judo George J. Thompson, PhD, 2010-10-12 Verbal Judo is the martial art of the mind and mouth that can show you how to be better prepared in every verbal encounter. Listen and speak more effectively, engage people through empathy (the most powerful word in the English language), avoid the most common conversational disasters, and use proven strategies that allow you to successfully communicate your point of view and take the upper hand in most disputes. Verbal Judo offers a creative look at conflict that will help you defuse confrontations and generate cooperation from your spouse, your boss, and even your teenager. As the author says, when you react, the event controls you. When you respond, you’re in control. This new edition features a fresh new cover and a foreword demonstrating the legacy of Verbal Judo founder and author George Thompson, as well as a never-before-published final chapter presenting Thompson’s Five Universal Truths of human interaction. |
| de escalation tactics customer service: Hospital and Healthcare Security Tony W York, Russell Colling, 2009-10-12 Hospital and Healthcare Security, Fifth Edition, examines the issues inherent to healthcare and hospital security, including licensing, regulatory requirements, litigation, and accreditation standards. Building on the solid foundation laid down in the first four editions, the book looks at the changes that have occurred in healthcare security since the last edition was published in 2001. It consists of 25 chapters and presents examples from Canada, the UK, and the United States. It first provides an overview of the healthcare environment, including categories of healthcare, types of hospitals, the nonhospital side of healthcare, and the different stakeholders. It then describes basic healthcare security risks/vulnerabilities and offers tips on security management planning. The book also discusses security department organization and staffing, management and supervision of the security force, training of security personnel, security force deployment and patrol activities, employee involvement and awareness of security issues, implementation of physical security safeguards, parking control and security, and emergency preparedness. Healthcare security practitioners and hospital administrators will find this book invaluable. - Practical support for healthcare security professionals, including operationally proven policies, and procedures - Specific assistance in preparing plans and materials tailored to healthcare security programs - Summary tables and sample forms bring together key data, facilitating ROI discussions with administrators and other departments - General principles clearly laid out so readers can apply the industry standards most appropriate to their own environment NEW TO THIS EDITION: - Quick-start section for hospital administrators who need an overview of security issues and best practices |
| de escalation tactics customer service: Beautiful Trouble Andrew Boyd, David Oswald Mitchell, 2013-05-01 Banksy, the Yes Men, Gandhi, Starhawk: the accumulated wisdom of decades of creative protest is now in the hands of the next generation of change-makers, thanks to Beautiful Trouble. Sophisticated enough for veteran activists, accessible enough for newbies, this compact pocket edition of the bestselling Beautiful Trouble is a book that’s both handy and inexpensive. Showcasing the synergies between artistic imagination and shrewd political strategy, this generously illustrated volume can easily be slipped into your pocket as you head out to the streets. This is for everyone who longs for a more beautiful, more just, more livable world – and wants to know how to get there. Includes a new introduction by the editors. Contributors include: Celia Alario • Andy Bichlbaum • Nadine Bloch • L. M. Bogad • Mike Bonnano • Andrew Boyd • Kevin Buckland • Doyle Canning • Samantha Corbin • Stephen Duncombe • Simon Enoch • Janice Fine • Lisa Fithian • Arun Gupta • Sarah Jaffe • John Jordan • Stephen Lerner • Zack Malitz • Nancy L. Mancias • Dave Oswald Mitchell • Tracey Mitchell • Mark Read • Patrick Reinsborough • Joshua Kahn Russell • Nathan Schneider • John Sellers • Matthew Skomarovsky • Jonathan Matthew Smucker • Starhawk • Eric Stoner • Harsha Walia |
| de escalation tactics customer service: Conflict Communication (ConCom) Rory Miller, 2015 This book presents a functional taxonomy to see, understand, and manipulate the roots of life's conflicts. You will have the background, the principles, and a collection of tricks to manage and ideally avoid dangerous conflicts. You may not realize that your reactions to conflict are subconscious, scripted, and for the good of the group. Once recognized, you can take actions that will reduce your being caught up in conflicts.--Publisher. |
| de escalation tactics customer service: Verbal Judo George J. Thompson, 1983 This book will help police officers and other contact professionals develop verbal strategies that can transform potentially explosive encounters into positive resolutions. It addresses the most difficult problems of the street encounter where quick thinking and spontaneous verbal response often make the difference between life and death. The author explores all kinds of confrontation rhetoric and offers both a theoretical and practical account of how to handle street situations. Following an introduction to the problems of street communication the author focues on five basic rhetorical elements perspective, audience, voice, purpose and organization. The principles and techniques described can be used in practically every verbal encounter. Each chapter includes case studies that give readers practice in developing rhetorical strategies for handling street encounters and dealing with the public. The final chapter provides a professional model for police officers. It presents a definition of the law enforcement profession that will command respect from the public and offer those in the profession a firm sense of identity. |
| de escalation tactics customer service: Grace Under Fire Edgework: Crisis Intervention Resources PLLC, Ellis Amdur, 2011-01-01 |
| de escalation tactics customer service: Getting to Yes Roger Fisher, William Ury, Bruce Patton, 1991 Describes a method of negotiation that isolates problems, focuses on interests, creates new options, and uses objective criteria to help two parties reach an agreement. |
| de escalation tactics customer service: The Classroom Behavior Manual Scott Ervin, 2022-02-11 Positive student behaviors are desired outcomes, but this manual concentrates on inputs. How do you respond to difficult behavior in the moment when you know that punitive, compliance-based behavior management is so often ineffectual? What's the best way to prevent students from acting out in the first place? The path to success requires behavioral leadership, in which teachers strategically model and affirm the behaviors they want to see in students. Behavior expert Scott Ervin calls on his two decades of experience to share the most effective procedures and strategies to foster positive, prosocial student behavior that supports learning, including ways to * Organize your physical classroom to support positive classroom management. * Build positive teacher-student relationships. * Share control with students in a way that best fosters their autonomy. The Classroom Behavior Manual is a resource you can return to again and again, packed with more than 100 strategies and dozens of procedures and tools. Learn how to respond to negative behaviors in nonpunitive ways so that you can ensure all students' school days are as calm, engaging, and educational as they possibly can be. |
| de escalation tactics customer service: Elusive Peace Douglas E. Noll, 2011-04-01 This in-depth analysis goes behind the headlines to understand why crucial negotiations fail. The author argues that diplomats often enter negotiations with flawed assumptions about human behavior, sovereignty, and power. Essentially, the international community is using a model of European diplomacy dating back to the 18th century to solve the complex problems of the 21st century. Through numerous examples, the author shows that the key failure in current diplomatic efforts is the entrenched belief that nations, through their representatives, will act rationally to further their individual political, economic, and strategic interests. However, the contemporary scientific understanding of how people act and see their world does not support this assumption. On the contrary, research from decision-making theory, behavioral economics, social neuropsychology, and current best practices in mediation indicate that emotional and irrational factors often have as much, if not more, to do with the success or failure of a mediated solution. Reviewing a wide range of conflicts and negotiations, Noll demonstrates that the best efforts of negotiators often failed because they did not take into account the deep-seated values and emotions of the disputing parties. In conclusion, Noll draws on his own long experience as a professional mediator to describe the process of building trust and creating a climate of empathy that is the key to successful negotiation and can go a long way toward resolving even seemingly intractable conflicts. |
| de escalation tactics customer service: Negotiation Lavinia Hall, 1993 Comprises a collection of papers discussing the issue of negotiation. Presents a set of ideas, organized around frameworks for improving negotiation; the challanges to applying these ideas in organizational settings; and some analysis of individual behaviour in negotiation. |
| de escalation tactics customer service: Violence in the Emergency Department Patricia B. Allen, MBA, BS, RN, 2009-07-13 This book is a must for all emergency departments and a valuable resource for anyone scheduled to work there. It covers the history and evolution of violence in emergency departments and offers excellent exhibits for quick reference... --Doody's Violence in the emergency department (ED) is a critical, even life-threatening problem facing ED nurses and physicians daily. Emergency room personnel have repeatedly reported being threatened, harassed, and seriously injured by hostile patients, including psychiatrically ill patients, substance abusers, and criminals, as well as by patients' families and friends. During this nursing shortage, it is imperative that hospital administrators take the necessary measures to create a violence-free emergency room. This book educates health care professionals and hospital administrators about all aspects of ED violence. The author provides all the essential tools and strategies for preventing violence before it starts, and managing it if it occurs. In this book, Allen provides practical guidelines for assessing the potential risk of violence in the ED and implementing a violence defense strategy and program. Key topics discussed: How to assess the potential risk of violence in individual patients How to identify the types of patients that are most likely to be violent in the ED and why they are violent How to plan and implement a violence defense program by increasing security, charging penalties and fines, announcing hospital-wide alerts, and more How to improve communication strategies with both colleagues and violent patients in the ED How to increase awareness of the the significant problem of lateral violence among healthcare personnel Violence in the Emergency Department will not only help safeguard physicians and nurses from injury, it will serve as one more step toward healing the critical nursing shortage, increasing job satisfaction, and improving patient care. |
| de escalation tactics customer service: Essentials of Aggression Management in Health Care Steven Scott Wilder, Chris Sorensen (CHPA.), 2001 Features: Written by two respected authorities in the field of aggression management, Steven S. Wilder and Chris Sorensen, the text applies their techniques to all areas of health care - pre-hospital, acute, and long-term care. Includes talk-down techniques, types and use of restraints, legal considerations, and risk management implications. Details the simple, yet effective aggression continuum with which one can judge the appropriate response to different aggression levels. Other titles of Interest: Hopson, Burnout to Balance (0-13-007806-9) Nixon, Communicable Diseases (0-13-084384-9) Beasley, Understanding 12-Lead EKGs (0-8359-8571-7). |
| de escalation tactics customer service: International Handbook of Workplace Trauma Support Rick Hughes, Andrew Kinder, Cary Cooper, 2012-04-10 The International Handbook of Workplace Trauma Support provides a comprehensive overview of contemporary standards and best practices in trauma support that draws from the latest research findings and experience of international experts in the field. Reviews the major contemporary post-trauma intervention models in both theory and practice Includes Trauma Risk Management (TRiM), Support Post Trauma (SPoT), Eye-Movement Desensitization and Reprocessing (EMDR), Mindfulness and Psychological First Aid (PFA) Incorporates multi-cultural perspectives by reporting on the pervasive violence in South Africa, constant threats in Israel and emerging developments in China Includes social, psychosocial, psychological, and organizational dimensions to offer a detailed mapping of trauma support Provides latest thinking for supporting those in the military context |
| de escalation tactics customer service: Social Conflict Jeffrey Z. Rubin, Dean G. Pruitt, Sung Hee Kim, 1994 A standard text on social conflict, which covers key research in the field. This edition has been updated and rewritten, with new co-author Sung Hee Kim, and now emphasizes cross-cultural conflict and includes recent research in conflict escalation, stalemate, negotiation and settlement. |
| de escalation tactics customer service: Talk to Me Emma van der Klift, 2019-08-08 Student disruption at school can take up an enormous amount of time, energy, and even financial resources. Confrontations can result not only in personal stress for both students and teachers, but in conflicts that involve families and the larger community. However, it's not always easy to know what to do or how to respond. In this original and highly engaging book, Emma Van der Klift suggests that cross-pollination - applying the lenses of one field to the issues faced by another - can generate unexpected insights and open new ways to think and act. Based on a year's worth of fascinating interviews with hostage negotiators from all over North America, this book shows how crisis negotiators de-escalate distraught individuals through communication. Instead of relying on either punishment, reward or directives - something commonly done in education - hostage negotiators rely on listening and support and are successful in resolving more than 90 percent of the issues they are called upon to negotiate without loss of life, injury, or the use of coercion. This book offers a wealth of suggestions and advice from negotiators, and is not only about how we can help someone to de-escalate when they are in crisis, but also, and perhaps most importantly, about how we can learn to effectively de-escalate ourselves during difficult interchanges. |
| de escalation tactics customer service: Digital Personality Kuldeep Singh Kaswan, Jagjit Singh Dhatterwal, Anand Nayyar, 2024-08-30 A computer that imbibes human characteristics is considered to have a digital personality. The character is akin to real-life human with his/her distinguishing characteristics such as history, morality, beliefs, abilities, looks, and sociocultural embeddings. It also contains stable personality characteristics; fluctuating emotional, cognitive, SOAR technology, and motivational states. Digital Personality focuses on the creation of systems and interfaces that can observe, sense, predict, adapt to, affect, comprehend, or simulate the following: character based on behavior and situation, behavior based on character and situation, or situation based on character and behavior. Character sensing and profiling, character-aware adaptive systems, and artificial characters are the three primary subfields in digital personality. Digital Personality has attracted the interest of academics from a wide range of disciplines, including psychology, human-computer interaction, and character modeling. It is expected to expand quickly as technology and computer systems become more and more intertwined into our daily lives. Digital Personality is expected to draw at least as much attention as Affective Computing. The goal of affective computing is to enable computers to comprehend both spoken and nonverbal messages from people, use implicit body language, gaze, speech tones, and facial expressions, etc. to infer the emotional state and then reply appropriately or even show affect through interaction modalities. More natural and seamless human-computer connection would be the larger objective. Users will benefit from a more individualized experience as a result. Additionally, this will affect how well the user performs since they will have the assistance of the robots to do their jobs quickly and effectively. This book provides an overview of the character dimensions and how technology is aiding this area of study. It offers a fresh portrayal of character from several angles. It also discusses the applications of this new field of study. |
| de escalation tactics customer service: Conflict Management and Industrial Relations G.B.J. Bomers, R.B. Peterson, 2013-06-29 This volume contains a selection of the most notable contributions delivered at the research conference Industrial Relations and Conflict Management: Different Ways of Managing Conflict, which was hosted by the Nether lands School of Business in July 1980. Held at Nijenrode Castle, the confer ence brought together an international gathering of thirty-five of the most distinguished scholars in these fields to present research papers and to en gage in round-table discussions. One of the principal aims of the conference was to explore cross-links and differences between the areas of conflict management and industrial relations in an international context. The book opens with a chapter by George Strauss, who provides an in troduction to and an overall view of the subject matter covered. The chap ters that follow in Part I deal with differing conflict conditions and defini tions and their implications for managing conflict. The manifestations of conflict and different modes of conflict management are the subject of the chapters in Part II. In Part III, three empirical studies of conflict are dis cussed. Part IV is concerned with comparative industrial relations, while value issues and conflict are the focus of Part V. Finally, in the Epilogue the participant feedback regarding the conference is reviewed. |
| de escalation tactics customer service: Constitutional Policing As a Cornerstone of Community Policing Police Executive Research Forum, 2015-10-08 On December 11, 2014, the Police Executive Research Forum, in partnership with the U.S. Department of Justice's Office of Community Oriented Policing Services, convened a conference in Washington, D.C., titled Constitutional Policing as a Cornerstone of Community Policing. Police executives, federal officials, academics, and civil rights leaders came together at this one-day conference to develop strategies for promoting constitutional policing as part of the day-to-day work of policing. This report documents the proceedings of the conference and the strategies that were recommended to promote the practice of constitutional policing. |
| de escalation tactics customer service: Anger Management for Substance Abuse and Mental Health Clients Patrick M. Reilly, 2002 |
| de escalation tactics customer service: Emergency Psychiatry Rachel L. Glick, Jon S. Berlin, Avrim Fishkind, 2008 Written and edited by leading emergency psychiatrists, this is the first comprehensive text devoted to emergency psychiatry. The book blends the authors' clinical experience with evidence-based information, expert opinions, and American Psychiatric Association guidelines for emergency psychiatry. Case studies are used throughout to reinforce key clinical points. This text brings together relevant principles from many psychiatric subspecialties—community, consultation/liaison, psychotherapy, substance abuse, psychopharmacology, disaster, child, geriatric, administrative, forensic—as well as from emergency medicine, psychology, law, medical ethics, and public health policy. The emerging field of disaster psychiatry is also addressed. A companion Website offers instant access to the fully searchable text. (www.glickemergencypsychiatry.com) |
| de escalation tactics customer service: Logistics Management and Strategy Alan Harrison, Heather Skipworth, Remko I. van Hoek, James Aitken, 2019 |
| de escalation tactics customer service: The Thin Blue Lifeline Ellis Amdur, Hutchings John, 2019-05 In this comprehensive guidebook, Amdur and Hutchings offer law enforcement officers a comprehensive set of strategies to keep themselves as well as the general public safe, while functioning at the highest level of professionalism when dealing with people suffering from mental illness.The 1st section is tactical: field safety and strategic planning on one side, to honing your intuition to pick up early signs of danger on the other. Then the authors focus on what we can do to achieve a state of powerful calm. They offer specific strategies, including a method of breathing for the purpose of maintaining one's own center in crisis situations.They then discuss specific behaviors ranging from confusion and obsessive concerns to psychosis, mania and acute disorganization. They discuss interactions with opportunistic and manipulative individuals (at worst, those referred to as psychopaths), people who present a danger to the psychological and physical well-being of anyone with whom they come in contact.Amdur and Hutchings do not merely confine themselves to the important subject of despondent suicidal individuals who attempt to kill themselves. They also offer strategic interventions for parasuicidal' individuals, those who either threaten to harm themselves, or repetitively do so, requiring almost constant involvement of police, hospitals and the mental health system. In one very important chapter, the authors discuss 'suicide-by-cop.' They then move on to a discussion of anger and potentially violent behavior, whether directed at law enforcement officers or others. The authors give succinct information on how to imme- diately recognize different modes of aggression, whether displayed by adults, youth, or children, and then outline how to quickly and effectively implement de-escalation or control tactics best suited to deal with the type of aggression one is facing. The Thin Blue Lifeline is tactically based, from start to finish. This book can function as the foundation of any law enforcement Crisis Intervention Team program, providing a comprehensive course of study of 'boots-on-the-ground' encounters with emotionally disturbed individuals. In the same vein, the information in this volume provides core information on communication, which will be invaluable to any crisis/hostage negotiation team. |
| de escalation tactics customer service: Workplace Violence in Mental and General Healthcare Settings Michael R. Privitera, 2010-04-28 The American Psychiatric Foundation Manfred Guttmacher Award Winner for 2012. Workplace Violence in Mental and General Health Settings provides clinicians, health care administrators, law enforcement professionals and educators with an easily accessible, cross-disciplinary approach to preventing and controlling violence in the workplace. This book condenses the vast literature available on workplace violence and renders it operational—allowing readers to rapidly digest important concepts and put them into action in real-world settings. Workplace Violence in Mental and General Health Settings draws on knowledge from fields beyond medicine to provide a comprehensive resource on everything from organizational and emergency room violence to self-defense techniques for the health care professional. More than any other, this book guides the reader from theory to practical application of prevention and management methods in the workplace. Key Features: - An explanation of violence terminology to enhance readability - New information on how workplace violence affects quality of care - Steps to manage high-volume emergency room violence - Specific training protocol to prevent workplace violence - A free CD-Rom containing sample workplace violence guidelines, powerpoints, internet links and more |
| de escalation tactics customer service: Critical Issues in Policing Roger G. Dunham, Geoffrey P. Alpert, Kyle D. McLean, 2020-07-01 The eighth edition of this comprehensive collection includes carefully chosen articles with fresh perspectives on the most current trends in policing. Critical Issues in Policing provides ready access to the brightest minds in the field of policing. The 36 contributions sharpen understanding of the intricacies of police work and encourage readers to change from holding the police responsible for crime rates to holding them accountable for specific goals, tasks, and objectives. The new edition continues its authoritative, insightful coverage of complex elements of policing and presents vivid and pragmatic illustrations of law enforcement issues. The anthology offers an alternative to traditional policing texts. It covers philosophies of policing that guide discussions about police culture, police misconduct, use of force, operational concerns, and technological innovations. |
| de escalation tactics customer service: Negotiating for Success: Essential Strategies and Skills George J. Siedel, 2014-10-04 We all negotiate on a daily basis. We negotiate with our spouses, children, parents, and friends. We negotiate when we rent an apartment, buy a car, purchase a house, and apply for a job. Your ability to negotiate might even be the most important factor in your career advancement. Negotiation is also the key to business success. No organization can survive without contracts that produce profits. At a strategic level, businesses are concerned with value creation and achieving competitive advantage. But the success of high-level business strategies depends on contracts made with suppliers, customers, and other stakeholders. Contracting capability—the ability to negotiate and perform successful contracts—is the most important function in any organization. This book is designed to help you achieve success in your personal negotiations and in your business transactions. The book is unique in two ways. First, the book not only covers negotiation concepts, but also provides practical actions you can take in future negotiations. This includes a Negotiation Planning Checklist and a completed example of the checklist for your use in future negotiations. The book also includes (1) a tool you can use to assess your negotiation style; (2) examples of “decision trees,” which are useful in calculating your alternatives if your negotiation is unsuccessful; (3) a three-part strategy for increasing your power during negotiations; (4) a practical plan for analyzing your negotiations based on your reservation price, stretch goal, most-likely target, and zone of potential agreement; (5) clear guidelines on ethical standards that apply to negotiations; (6) factors to consider when deciding whether you should negotiate through an agent; (7) psychological tools you can use in negotiations—and traps to avoid when the other side uses them; (8) key elements of contract law that arise during negotiations; and (9) a checklist of factors to use when you evaluate your performance as a negotiator. Second, the book is unique in its holistic approach to the negotiation process. Other books often focus narrowly either on negotiation or on contract law. Furthermore, the books on negotiation tend to focus on what happens at the bargaining table without addressing the performance of an agreement. These books make the mistaken assumption that success is determined by evaluating the negotiation rather than evaluating performance of the agreement. Similarly, the books on contract law tend to focus on the legal requirements for a contract to be valid, thus giving short shrift to the negotiation process that precedes the contract and to the performance that follows. In the real world, the contracting process is not divided into independent phases. What happens during a negotiation has a profound impact on the contract and on the performance that follows. The contract’s legal content should reflect the realities of what happened at the bargaining table and the performance that is to follow. This book, in contrast to others, covers the entire negotiation process in chronological order beginning with your decision to negotiate and continuing through the evaluation of your performance as a negotiator. A business executive in one of the negotiation seminars the author teaches as a University of Michigan professor summarized negotiation as follows: “Life is negotiation!” No one ever stated it better. As a mother with young children and as a company leader, the executive realized that negotiations are pervasive in our personal and business lives. With its emphasis on practical action, and with its chronological, holistic approach, this book provides a roadmap you can use when navigating through your life as a negotiator. |
| de escalation tactics customer service: Guidelines for Preventing Workplace Violence for Health-care and Social-service Workers , 2003 |
| de escalation tactics customer service: Dementia Caregiver Guide Teepa L. Snow, 2013-10 This simple, easy to read, 100 page guidebook helps family members, friends, and caregivers to better understand the changes that come with advancing dementia or other impairments in thinking, reasoning or processing information. It also reinforces the impact of Teepa Snow's guidance and person-centered care interventions including the GEMS and Positive Approach to Care techniques. The goal is to provide better support and care practices when someone is living with an ever-changing condition. By appreciating what has changed but leveraging what is still possible, care partners can choose interactions that are more positive, communication that is more productive, and care that is more effective and less challenging for all involved. |
| de escalation tactics customer service: The Violence Pendulum Ioana Emy Matesan, 2020 Introduction -- 1. Why Islamist Opposition Groups Change their Tactical Outlook -- 2. The Rise of the Muslim Brotherhood and the Potential for Violent Escalation -- 3. Al-Gama'a al-Islamiyya: From Terrorism to Nonviolence -- 4. Darul Islam in West Java: The Rise and Fall of an Islamist Insurgency in Indonesia -- 5. Jemaah Islamiyah and the Ambiguities of Disengagement from Violence -- Conclusion -- Tables and Figures. |
| de escalation tactics customer service: Riot Woman Eleanor C. Whitney, 2021-09-14 Growing up immersed in the feminist, DIY values of punk, Riot Grrrl, and zine culture of the 1990s and early 2000s gave Eleanor Whitney, like so many other young people who gravitate towards activism and musical subcultures, a sense of power, confidence, community, and social responsibility. As she grew into adulthood she struggled to stay true to those values, and with the gaps left by her punk rock education. This insightful, deeply personal history of early-2000s subcultures lovingly explores the difficulty of applying feminist values to real-life dilemmas, and embrace an evolving political and personal consciousness. Whitney traces the sometimes painful clash between her feminist values and everyday, adult realities — and anyone who has worked to integrate their political ideals into their daily life will resonate with the histories and analysis on these pages, such as engaging in anti-domestic violence advocacy while feeling trapped in an unhealthy relationship, envisioning a unified girl utopia while lacking racial consciousness, or espousing body positivity while feeling ambivalent towards one's own body. Throughout the book, the words and power of Bikini Kill and other Riot Grrrl bands ground the story and analysis, bringing it back to the raw emotions and experiences that gave this movement its lasting power while offering a complex, contemporary look at the promises and pitfalls of Riot Grrrl-informed feminism. |
| de escalation tactics customer service: Fight the Power Clarence Taylor, 2021-04-01 A story of resistance, power and politics as revealed through New York City’s complex history of police brutality The 2014 killing of Michael Brown in Ferguson, Missouri was the catalyst for a national conversation about race, policing, and injustice. The subsequent killings of other black (often unarmed) citizens led to a surge of media coverage which in turn led to protests and clashes between the police and local residents that were reminiscent of the unrest of the 1960s. Fight the Power examines the explosive history of police brutality in New York City and the black community’s long struggle to resist it. Taylor brings this story to life by exploring the institutions and the people that waged campaigns to end the mistreatment of people of color at the hands of the police, including the black church, the black press, black communists and civil rights activists. Ranging from the 1940s to the mayoralty of Bill de Blasio, Taylor describes the significant strides made in curbing police power in New York City, describing the grassroots street campaigns as well as the accomplishments achieved in the political arena and in the city’s courtrooms. Taylor challenges the belief that police reform is born out of improved relations between communities and the authorities arguing that the only real solution is radically reducing the police domination of New York’s black citizens. |
| de escalation tactics customer service: The Great Mental Models, Volume 1 Shane Parrish, Rhiannon Beaubien, 2024-10-15 Discover the essential thinking tools you’ve been missing with The Great Mental Models series by Shane Parrish, New York Times bestselling author and the mind behind the acclaimed Farnam Street blog and “The Knowledge Project” podcast. This first book in the series is your guide to learning the crucial thinking tools nobody ever taught you. Time and time again, great thinkers such as Charlie Munger and Warren Buffett have credited their success to mental models–representations of how something works that can scale onto other fields. Mastering a small number of mental models enables you to rapidly grasp new information, identify patterns others miss, and avoid the common mistakes that hold people back. The Great Mental Models: Volume 1, General Thinking Concepts shows you how making a few tiny changes in the way you think can deliver big results. Drawing on examples from history, business, art, and science, this book details nine of the most versatile, all-purpose mental models you can use right away to improve your decision making and productivity. This book will teach you how to: Avoid blind spots when looking at problems. Find non-obvious solutions. Anticipate and achieve desired outcomes. Play to your strengths, avoid your weaknesses, … and more. The Great Mental Models series demystifies once elusive concepts and illuminates rich knowledge that traditional education overlooks. This series is the most comprehensive and accessible guide on using mental models to better understand our world, solve problems, and gain an advantage. |
| de escalation tactics customer service: Fundamentals of Paramedic Practice Sam Willis, Ian Peate, 2024-04-01 Fundamentals of Paramedic Practice An indispensable guide for aspiring paramedics and emergency medical professionals Paramedic practice is swiftly evolving, driven by changes in the paramedic curriculum. To meet the growing demands of the community, student paramedics and clinicians working in out-of-hospital care must stay abreast of this rapid evolution. Fundamentals of Paramedic Practice, Third Edition contributes to driving the profession forward and provides a comprehensive, accessible text authored by experienced paramedics and academics. This third edition has undergone comprehensive updates, introducing new chapters that provide students and recently registered practitioners with a vital overview of the theory and practice of contemporary paramedicine. This is an essential resource for the next generation of paramedics and out-of-hospital practitioners. Readers of the third edition of Fundamentals of Paramedic Practice will find: A multidisciplinary approach incorporating varied and dynamic research New chapters on subjects including end of life care, domestic violence, and paramedic wellbeing Learning activities to aid understanding and retention Fundamentals of Paramedic Practice, Third Edition is ideal for undergraduate paramedic and emergency care students, as well as registered paramedics, clinicians, and educators. |
dn，DN，de，De之间的区别到底是什么？ - 知乎
Jun 19, 2020 · De是管道外径，数值表达的为准确的管道外径，一般后面会加上壁厚参数； de，通过管道任意一点横断面测量的外径。 对于这个问题，其实很多专业的人士都并不能分清，因为 …
知乎 - 有问题，就会有答案
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
知乎 - 知乎
有问题，上知乎。知乎，可信赖的问答社区，以让每个人高效获得可信赖的解答为使命。知乎凭借认真、专业和友善的社区氛围，结构化、易获得的优质内容，基于问答的内容生产方式和独特 …
为什么用 DeepSeek 总是提示「服务器繁忙」？怎么解决？ - 知乎
最近使用deepseek时，不知道是不是问问题的方式不对还是服务器不稳定原因，很多问题半天也没有一个回答。
「的」「地」「得」的用法有何区别？ - 知乎
三个“de”最主要的功能都是连接前后两个词（或者词组，下面细说），那么我们只要看它们三个分别连接什么词就可以了。 地：后面是动词或形容词，前面是副词或形容词（词组），前面的词 …
有问题，就会有答案 - 知乎
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
为什么《GTA5》要分两个版本？ - 知乎
虽然问题问的不够详细，但我能看明白题主想要表达的意思。 从2025年3月开始，pc版的《gta5》成了两个版本，一个传承版 ...
现在最火的论坛社区有哪些？ - 知乎
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
2025年，还有适合入坑的端游mmorpg吗？ - 知乎
2025年是否还有适合入坑的端游MMORPG？本页面探讨了点卡和免费模式的可能性，月卡不被接受。
奶包的大叔 - 知乎
5 days ago · 楼下保安说，今天在小区门口听到几个学生模样的讨论：今年的高考作文很容易，全国一卷:虽然你很苦，你也要为我唱赞歌。
dn，DN，de，De之间的区别到底是什么？ - 知乎
Jun 19, 2020 · De是管道外径，数值表达的为准确的管道外径，一般后面会加上壁厚参数； de，通过管道任意一点横断面测量的外径。 对于这个问题，其实很多专业的人士都并不能分清，因 …
知乎 - 有问题，就会有答案
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
知乎 - 知乎
有问题，上知乎。知乎，可信赖的问答社区，以让每个人高效获得可信赖的解答为使命。知乎凭借认真、专业和友善的社区氛围，结构化、易获得的优质内容，基于问答的内容生产方式和独特 …
为什么用 DeepSeek 总是提示「服务器繁忙」？怎么解决？ - 知乎
最近使用deepseek时，不知道是不是问问题的方式不对还是服务器不稳定原因，很多问题半天也没有一个回答。
「的」「地」「得」的用法有何区别？ - 知乎
三个“de”最主要的功能都是连接前后两个词（或者词组，下面细说），那么我们只要看它们三个分别连接什么词就可以了。 地：后面是动词或形容词，前面是副词或形容词（词组），前面的 …
有问题，就会有答案 - 知乎
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
为什么《GTA5》要分两个版本？ - 知乎
虽然问题问的不够详细，但我能看明白题主想要表达的意思。 从2025年3月开始，pc版的《gta5》成了两个版本，一个传承版 ...
现在最火的论坛社区有哪些？ - 知乎
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
2025年，还有适合入坑的端游mmorpg吗？ - 知乎
2025年是否还有适合入坑的端游MMORPG？本页面探讨了点卡和免费模式的可能性，月卡不被接受。
奶包的大叔 - 知乎
5 days ago · 楼下保安说，今天在小区门口听到几个学生模样的讨论：今年的高考作文很容易，全国一卷:虽然你很苦，你也要为我唱赞歌。
