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De-Escalation

About this Course

The De-escalation & Crisis Communication Training Course is a comprehensive, skills-based program designed for law enforcement officers, security professionals, supervisors, and frontline staff who routinely interact with individuals in crisis, conflict, or emotional distress. This course emphasizes verbal skills, emotional intelligence, and behavioral awareness as the primary tools for resolving incidents safely, professionally, and with reduced liability.

Rather than relying on force as a first response, participants learn how to “take the air out of the balloon” using words, presence, and controlled decision-making—often preventing situations from escalating to physical confrontation.

Upcoming Classes

Key Learning Outcomes

Upon successful completion of the course, students will be able to:

  • Apply proven verbal de-escalation strategies in high-stress encounters

  • Conduct rapid situational and behavioral assessments

  • Use active listening to gather information and reduce emotional intensity

  • Present options that promote voluntary compliance

  • Recognize emotional states and respond appropriately

  • Communicate with professionalism while maintaining personal safety

Core Training Topics

Active Listening Skills

  • Difference between hearing and listening

  • Responding to emotion rather than content

  • Avoiding common communication traps

Verbal Techniques & Persuasion

  • Open-ended questioning techniques

  • Emotion labeling without judgment

  • Offering two controlled options to restore a sense of control

Professional Presence & Non-Verbal Communication

  • Body language, posture, and facial expression

  • Tone, pace, and word selection

  • Managing ego, authority, and emotional reactions

Why it Matters

Many critical incidents escalate not because of intent, but because of communication failures:

  • Words Can Escalate or Defuse
    Poor language choices can shut people down or trigger aggression.

  • Inside & Outside Threats Exist
    Risks may come from the public—or from within an organization.

  • Reduced Liability & Complaints
    Skilled communication leads to better outcomes and clearer documentation.

  • Force Is Not Always the Right Tool
    Tactical skills without communication often add fuel to volatile situations.

This course reinforces that professionalism, safety, and efficiency begin with communication.

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Applicability

This Refund and Cancellation Policy applies to all training courses offered by KLC Security Training Academy, unless otherwise required by law or explicitly stated in writing for a specific course or regulatory program.

Student-Initiated Cancellations

Refund eligibility is determined by the number of days prior to the scheduled course start date that written cancellation notice is received.

Refund Schedule
Time of CancellationRefund Amount
30 days or more prior to course start100% refund
29 to 10 days prior to course start50% refund
Less than 10 days prior to course startNo refund

Method of Cancellation

All cancellations must be submitted in writing to be eligible for a refund. Written notice may be provided by:

  • Email

  • Online cancellation form (if available)

  • Written letter

The effective date of cancellation is the date the written notice is received by the company, not the date it is sent.

Failure to Attend / No-Show

  • Failure to attend a scheduled course without written cancellation will be treated as a cancellation occurring less than 10 days prior to the course start date.

  • No refunds will be issued for no-shows.

Substitutions and Transfers

At the company’s discretion, and with prior written approval:

  • A student may substitute another qualified individual for the same course at no additional charge, or

  • Transfer enrollment to a future course date (transfer fees may apply)

Transfers do not reset refund eligibility timelines.

Company-Initiated Cancellations

If KLC Security Training Academy cancels or reschedules a course for any reason:

  • Students may transfer to a future session or

  • Receive a full refund of all tuition and fees paid

Refund Processing

  • Approved refunds will be processed within 30 days of confirmation of eligibility.

  • Refunds will be issued using the original method of payment, unless otherwise required by law.

Acknowledgment

By enrolling in a course, the student acknowledges that they have read, understand, and agree to this Refund and Cancellation Policy.

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