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20/10/2021 09:00 - 22/10/2021 12:00
Karen Horn
Phone: 1-866-291-4866

Creating Opportunities with Respect & Empathy


  • Introduction Sequence
  • Traditional lecture vs. skill based learning
  • De-escalation Overview
  • Goals of the course

Part I: Realizing Expectations

  • Being a professional brings expectations from:

The organization, the public, the media and the courts

  • Natural reactions in the face of conflict – Fight, Flight or Freeze

Exceptions are those who benefited from: great parents, great mentors, the Anvil of Experience (making mistakes) or effective training Experience Alone is No Guarantee of Success - Ericsson’s 10,000 hr. principle

  • Intergenerational Communication

For the first time, we are seeing Grandparents working on teams that contain persons their grandchildren’s age. Dr. Mary Donahoe

  • The Impact of Technology on Interpersonal Communication

Video Technology has created a new reality, the power of social media

Part II: It’s Not Personal!

  • Rationalizing the Irrational

People under the influence of negative emotions can appear irrational

Their attacks can be very personal and offensive

  • People Don’t Mean What They Say …

Words and meanings can be (and usually are), completely different

We need to ignore the words and search for the correct meanings

  • Don’t Take the Bait - 80% of Complaints Stem from Our Reaction
  • EGO Is the Enemy

Ultimately, that voice in our head that makes us do and say things that we never planned on doing or saying!

  • Compliance vs. Cooperation - Separating attitude from behavior
  • The Unanswered Question – the appropriate response to verbal resistance

Part III: The Learned Response Confidence In Conflict - Confidence comes from skill acquisition and skill development Aristotle – ‘Audiences Are Made, Not Found’ and the 3 Appeals Emotional Intelligence:

Knowing who we are and what our role is (moral compass) Recognizing our emotions (and only perform the positive ones) Recognizing the emotions of others (empathy) Using this awareness to start building a relationship THE 93% RULE - It’s not what you say, it’s how you say it!

  • Breath! – Control your heart rate and prevent your emotions from ‘high jacking’ you
  • C.O.R.E. Philosophy

By recognizing and controlling our negative emotions, we can now perform only positive emotions. This mindset allows us to see opportunity in conflict as we endeavor to maintain the high ground by showing respect and diffusing the other with empathy


Performed respect forms the basis of a healthy relationship


Essential for diffusing a difficult encounter – empathy absorbs tension

Part IV: Communication Essentials

  • Active Listening Revisited - Finding the meanings behind the words
  • The Power of Paraphrasing – the ultimate communication tool
  • Digging Deeper – asking the appropriate questions at the appropriate time
  • Providing Real Options - The essence of persuasion

Part V: Practical Application

  • Personal Security Awareness

Imminent Jeopardy


  • De-escalation Phrases – demonstrate that you are listening – refocus the contact

Introduction Sequence

Clarify - ask the $1,000,000 question

Establish Context– tactfully minimize resistance, build upon credibility

Proceed OR Persuade – Verify


  • Case Study – application of C.O.R.E. techniques to actual events
  • Scenario Development – Practical application

Skill building - Introduction Sequence with De-escalation phrases

Skill building - Clarifying Sequence

Skill building – Putting it all together, no resistance

Skill building – Minimal Resistance – persuasion

Skill building – Medium Resistance – persuasion – Verify

  • The Ethical Protector Creed and Closing Remarks

Date:                     October 20 -22, 2021

Time:                     9:00 a.m. – Noon

Cost:                      $600.00

Instructor:           Darcy Pennock