In Partnership with and Presented by: Ray Young, People Incorporated

Quickly establish connection and empathy in a crisis to calm the situation

De-escalating a crisis is a very difficult skill set and starts with the helper calming themselves and maintaining their composure as they move toward the situation. Fear elicits a threat response in both the upset person and the one trying to help. This means that without specific strategies it is common for the worker to worsen the situation as they simply react to the “noise” of the situation. This class examines how the brain reacts to crises and what verbal and nonverbal communication is helpful in guiding the other person quickly back to their “thinking brain” so that both parties can collaborate on what to do next.

Learning Objectives:

• Distinguish de-escalation from problem solving
• Develop a paradigm for understanding the de-escalation process
• Improve the key elements of nonverbal communication
• Remove reactive verbal responses that escalate situations
• Use a reflective verbal toolbox in place of reacting
• Set reasonable limits without issuing threats

   Date/Time:

August 11, 2025  |  1:00 - 3:00 p.m.

   Registration Fee:

$69 Members  |  $89 Non-members  (Registrations within 24 hours of the course start incur a $10 late fee.)

   Location:

MHA - 7900 Xerxes Ave S, Ste 170, Bloomington, MN 55431

   Credits:

2.0 Real Estate CEUs approved  |  2.0 CRM, CRMT, and COM credits, 2.0 SHRM PDCs available

Registration/Cancellation Policies: By registering for this course you agree to all registration and cancellation policies, including but not limited to, email, cancellation, photo and assumption of risk. View complete registration and cancellation policies at www.mmha.com/edu-policies.