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Course
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SECTION 1: INTRODUCTION TO DE- ESCALATION
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1.1 What is De-Escalation?
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1.2 Objectives of De-Escalation
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SECTION 2: UNDERSTANDING CONFLICT
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2.1 Causes of Conflict
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2.2 Identifying Early Signs of Conflict
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SECTION 3: COMMUNICATION TECHNIQUES
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3.1 Active Listening
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3.2 Empathy
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3.3 Verbal De-Escalation Techniques
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SECTION 4: MANAGING YOUR OWN RESPONSES
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4.1 Self-Awareness
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4.2 Staying Calm Under Pressure
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4.3 Techniques for Staying Grounded
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SECTION 5: PRACTICAL DE-ESCALATION STRATEGIES
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5.1 Environmental Control
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5.2 Setting Boundaries
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5.3 De-escalation Steps
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SECTION 6: ROLE-PLAYING SCENARIOS
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6.1 Scenario Practice
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6.2 Debriefing and Feedback
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SECTION 7: CONCLUSION AND RESOURCES
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7.1 Recap of Key Points
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7.2 Additional Resources
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7.3 Course Evaluation
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