De-escalation, Crisis Intervention & Conflict Resolution

Support safely. Communicate clearly. Reduce harm for everyone involved

De-escalation, Crisis Intervention & Conflict Resolution

Frontline workers often encounter people who are scared, frustrated, overwhelmed, or in crisis. How we respond in these moments can either calm a situation or escalate it further.


This De-escalation, Crisis Intervention & Conflict Resolution training gives you practical strategies and communication tools to keep yourself and others safe, while preserving dignity and respect.


Why This Training Matters


In shelters, housing, healthcare, and community settings, staff must balance safety with empathy.


Unresolved conflict and unmanaged crises can lead to:


  • Increased risk for clients, staff, and other residents
  • Burnout and moral distress for workers
  • More complaints, incidents, and workplace stress


This training helps you understand behaviour through a trauma-informed lens and respond in ways that prioritize safety, respect, and connection.

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TRAINING DETAILS

SESSION DATE

January 16, 2026

March 24, 2026


TIME

10:00 AM - 4:00 PM

TRAINING DELIVERY

In-Person

COST

$80

LOCATION

25 Tangiers Road, Unit 1, North York, ON. M3J 2B1

De-escalation, Crisis Intervention & Conflict Resolution

Who Is This Training For?


This training is ideal for:


  • PSWs, DSWs, FSWs, ICMs and shelter/housing workers
  • Staff in drop-in centres, food banks, and community agencies
  • Reception, intake, and customer service staff
  • Volunteers and peer support workers


Whether you’re working in a shelter, a clinic, an office, or a classroom, these skills help you navigate difficult interactions more safely.

Alpha Student Experiences


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Where You Can Use These Skills

Participants can apply De-escalation, Crisis Intervention & Conflict Resolution skills in:


  • Emergency, respite, and transitional shelters
  • Group homes, supportive housing, and residential programs
  • Health clinics, community centres, and outreach programs
  • Campus services, school offices, and student supports
  • Front desks, call centres, and customer-facing roles


Participant Requirements

  • Suitable for both new and experienced frontline workers
  • Willingness to participate in scenarios and reflective activities
  • Recommended for participants 18+

.

Training Outline

  • Understanding Crisis & Behaviour

    What a “crisis” is, how it develops, and how trauma, mental health, substance use, and environment can shape behaviour.

  • Early Warning Signs & Prevention

    Recognizing triggers and early cues of escalation; using proactive strategies to prevent crises before they happen.

  • Verbal & Non-Verbal De-escalation Skills

    Tone of voice, body language, space, and words that calm instead of inflame.

  • Crisis Intervention Steps

    A step-by-step approach to supporting someone from high distress back to baseline, while maintaining safety.

  • Conflict Resolution & Boundaries

    Clarifying expectations, setting limits respectfully, and working toward solutions where possible.

  • Worker Safety & Self-Care

    Understanding your limits, team communication, incident debriefing, and strategies to manage your own stress.

Build the confidence and communication skills you need to handle tough situations safely