De-escalation Techniques


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Note: This course is taught in English. Spanish and English subtitles are available via the embedded course/video controls.


As you have no doubt experienced, tensions are running high. Now, more than ever, it is important to be proactive and 'lower the temperature' to prevent situations from escalating. In this course, we examine real world incidents and discuss proven techniques to help prevent unnecessarily escalating a situation.

Learning Goals and Objectives

  • Define the do's and don'ts of dealing with an emotionally charged situation
  • Discuss the importance of body language
  • Explain the key elements of effective messaging
  • Define “verbal de-escalation”
  • Discuss a scenario where you may need to use verbal de-escalation
  • Explain how internal code words may help de-escalate a situation

Your Instructor

Andrew Roszak
Andrew Roszak

Andrew Roszak, JD, MPA, EMT-Paramedic, serves as the executive director for the Institute for Childhood Preparedness, as Chief of Preparedness, Health and Environment for the Region II Head Start Association and as an adjunct professor in the school of community and environmental health at Old Dominion University. Since 2015, he has been working full time on emergency preparedness, response and recovery issues impacting the early childhood sector – child care and family child care programs, afterschool care, Head Start and Early Head Start. Roszak was formerly the Senior Director of Emergency Preparedness at Child Care Aware of America, Senior Public Health Advisor for the US Department of Health and Human Services’ Emergency Care Coordination Center and Senior Director of Environmental Health, Pandemic Preparedness and Catastrophic Response at the National Association of County and City Health Officials, where he worked each day to help prepare communities and the healthcare sector for pandemics and disasters. Roszak began his emergency preparedness career as a firefighter, paramedic and is certified as a hazardous materials technician and in hazardous materials operations. Roszak also served as Health Policy Fellow for the United States Senate Budget and Health, Education, Labor and Pensions Committees during the 110th and 111th Congress. Roszak is admitted to practice law in Illinois, the District of Columbia and before the US Supreme Court. Andrew is a graduate of the Early Childhood Leadership Program from Harvard University.

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