6800 Burleson Road
Building 310, Suite 165
Austin, TX 78744

T:  (512) 916-6000
F: (512) 916-6001


Verbal De-escalation: Surviving Verbal Conflict

*This class is a live, virtual training being offered online*

Today’s increased service demands, and scrutiny placed upon public service professionals have resulted in a growing need to master verbal conflict management skills. When negative verbal encounters escalate to the point where physical intervention is used, criticism often abounds when it is later discovered that there is little evidence of verbal de-escalation techniques employed by our public service professionals. In some cases, it has become clear that the verbal actions of the public service professionals actually served to escalate the situation.  Administrators are now asking, have we adequately trained our personnel to successfully manage and respond to verbal confrontations in a professional manner? 

Surviving Verbal Conflict® training provides public service professionals with time-tested communications skills proven to help de-escalate volatile situations, safeguard fellow team members emotional and professional well-being, and significantly enhance your agency’s professional image.

About the instructor:

Harry P. Dolan is a 32-year police veteran who brings 25 years of public safety executive experience to his courses. He retired in October 2012 as Chief of Police of the Raleigh Police Department and is now the CEO of Dolan Consulting Group LLC, anorganization of public policy experts who address issues related to public service provision organizations, such as law enforcement agencies, corrections agencies, fire departments, emergency medical services, hospitals, and school districts.

May 20, 2021, 8:00am – 5:00pm

Cost: Free
Hours: 8



Chief Harry P. Dolan

Special Instructions:

Attendee must provide their PID # to receive TCOLE credit for courses taken through CAPCOG. CAPCOG provides training for the Public Safety Answering Points (PSAPs) in our region at no cost to 9-1-1 telecommunicators and their departments. When space is reserved for a 9-1-1 training class offered by CAPCOG, students, or the supervisor who made the reservation, must cancel such reservation at least two business days prior to start of the class or payment for the class will be invoiced to the appropriate agency for the "no show".


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For Questions:
Contact Veronica Neal at 512-916-6097 or vneal@capcog.org

Continuing Education Credits:

Course ID: 30736

Register Now

May 14, 2021

There are 30 seats remaining

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Cancel Registration

CAPCOG reserves the right to cancel a class that does not meet the minimum number of registered attendees at least seven business days before the class start date. In those circumstances, CAPCOG will provide a full refund. Students who wish to cancel their registration must cancel online or notify CAPCOG in writing (via email or fax) at least seven business days prior to the course date in order to receive a refund. There will be a $10 administrative fee for processing the refund.

"No shows" and student cancellations made less than seven business days prior to the start of class may be charged the full course fee. Partial attendance will not be permitted for any of the courses.

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