De-Escalation in Care Settings

De-Escalation in Care Settings is an interactive role-play simulation that prepares clinicians to lead difficult conversations and de-escalate tensions with clients.

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Healthcare Provider

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Healthcare and Communication Skills

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20 Minutes

De-Escalation in Care Settings


In this simulation, learners are introduced to the Calm, Assess, Facilitate de-escalation framework and motivational interviewing techniques for managing client agitation. Participants practice using the framework and techniques in a role-play conversation with a virtual client using opioids.

Learning objectives:

  • Apply de-escalation steps techniques to manage a client who is becoming frustrated or confrontational
  • Understand the impact of the psychosocial and pharmaceutical factors on clients struggling to manage pain using prescribed opioids
  • Identify early warning signs a client may be becoming frustrated or confrontational
  • Recognize when a confrontational client is ready to discuss behavior change
  • Follow protocol around reporting and seeking support when working with a confrontational client

Research shows that with experiential practice, increased emotional engagement and reflective thinking leads to stronger self-efficacy and behavior change.

Users receive customized feedback based on their in-simulation choices.

The simulation is available online 24/7. Users are asked to complete pre-, post-, and 3-month follow up surveys to assess changes in skills. Attitudes, and behavior. Upon completion, users receive a certificate of completion.  Clients have access to usage reports and evaluation data via the Kognito client portal.

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De-Escalation in Care Settings

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