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CRIT Module 16

Scenario-Based Skills Training – De-escalation Communication Skills


This module introduces concepts and skills relevant to effective communication and de-escalation. It introduces scenario-based training.


This module should be co-taught by an officer with experience in crisis response and a mental health professional from your community who is familiar with the content from the prior modules.

Time 120 minutes

Learning Objectives

Upon completing this module, participants should be able to: ​

  1. Explain why communication skills are important for everyone’s safety​;

  2. Identify guidelines to defuse a potential crisis;

  3. Explain how to use active listening skills;

  4. Describe what empathy is and why it is important;

  5. Describe how tone and body posturing can shape outcomes; and

  6. Integrate crisis management skills with officer safety procedures.


Trainer’s Guide

16. De-escalation Communication Skills
Download PDF • 2.47MB

PowerPoint Presentation

16. De-escalation Communication Skills
Download PPTX • 8.33MB

Activity Instructions

16. De-escalation Communication Skills_Restatement Reflection Summary Exercise
Download PDF • 141KB

16. De-escalation Communication Skills_Empathy Scripted Role Play
Download PDF • 168KB


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