Segments in this Video

De-Escalation: What is Really is and How to Do It (03:16)


Officer and instructor Chris Stoaks, of the Bend, Oregon Police Department, explains how de-escalation has nothing to do with the use of force. He stresses the importance of approaching situations with humility.

Learning Objectives and Our Goals (01:42)

The goal of de-escalation is to defuse intense emotions and establish rapport. Officers should gather intelligence so they can better understand what is going on with a person.

Every Crisis Didn't Start As One (03:34)

Stoaks explains how people reach a crisis. A crisis depends on someone's stress and ability to cope. De-escalation is about getting the stress level and ability to cope in balance.

Splitting the Streams (00:46)

De-escalation is about improving someone's ability to cope while reducing stress. It requires active listening, emotional labeling, esteem building, and reassurance.

Physiological Barriers (02:36)

Officers should identify and deal with physiological barriers to improve communication and de-escalate. Alcohol, drugs, and exhaustion are physiological barriers that can affect communication.

Environmental Barriers (01:51)

Loud background noises, poor phone connections, and third parties are barriers to communication and de-escalation. Officers should use understanding and humility to deal with the barriers.

Psychological Barriers (01:24)

Psychological barriers can be the most difficult to manage. Mental illness, prejudices, peer pressures, and fear are psychological barriers. Officers should not lie because it breaks down trust.

Cognitive Barriers (01:38)

Cognitive barriers to communication and de-escalation include different languages, alcohol, and drugs. Tone and volume are important even if someone does not understand the words.

Non-Verbal Communication (03:43)

Most communication is non-verbal. Officers should be aware of their tone, body language, eye contact, and facial expressions.

Exhibit Non-Verbal Presence (03:21)

Officers should exhibit the non-verbal presence they would like to see. Being physically relaxed and having a calm tone can de-escalate a situation.

The Elephant in the Room (02:43)

Stoaks explains the importance of stating why officers are there. Sometimes the crisis is not obvious and simple communication can help de-escalate.

What We Know (01:34)

Most crises are emotionally driven. People can perceive officers as more empathetic if they reflect someone's feelings.

What Are They Feeling? (00:42)

One must express negative emotions for them to go away. Officers should gather intelligence and determine the person’s crisis triggers and hooks.

Assertion (00:39)

Being assertive is not always negative or forceful. Assertion is about taking the liberty and initiative to communicate.

Active Listening (01:45)

Officers should use active listening to draw people out of a crisis. Officers need to understand the individual before the person can understand them. Silence is a useful tool in establishing communication.

Do You Want to be Right or Do You Want to be Successful? (01:50)

An officer's pride should not get in the way of being successful. Humility is about what is right instead of who is right.

Loss Equals Crisis (00:34)

People in crisis believe they have lost or will lose something. It is important for officers to determine who it is or what the person believes it is.

Active Listening Tools (03:21)

Stoaks explains active listening tools officers can use to establish communication. Questions should be open ended and broad.

Things Not To Say (00:33)

Stoaks gives examples of what officers should not say. Officers should avoid saying what they need and focus on what the person needs.

Psychological Grounding (01:55)

Psychological grounding is about bringing the person back to the "here and now." Stoaks provides tips for using sensory or cognitive grounding.

Emotional Labeling (03:47)

Helping someone out of a crisis is about empathy, not sympathy. Officers can help the person label their emotions and improve the understanding of their actions.

Dissecting Complex Emotions (02:12)

De-escalating a crisis is easier if an officer can dissect the complex emotions. Officers should listen to what the person is saying and try to understand how they are feeling.

Making the Connection and Emotional Prediction (02:20)

Officers should ensure they are making positive connections with people. The better someone feels, the better the person can cope with emotions. Officers should think about the emotional response to their words.

Boost Their Self Esteem (06:04)

Stoaks provides tips to boost a person's self-esteem. Using someone's name at the end of a sentence can build a better connection.

What We've Done (03:34)

Stoaks reviews the topics covered in his speech. Officers should have learned to use active listening, show empathy, develop rapport, and change the person's behavior.

Credits: "De-Escalation" (00:40)

Credits: "De-Escalation"

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This training program covers one of the biggest hot-button issues in law enforcement today—de-escalation. Taken from classroom instruction by Officer and instructor Chris Stoaks of Bend (OR) Police Dept., “de-escalation is what happens in-between contact and resolution.” This program is designed for the street officer who comes in contact with people, in high-stress and troubled circumstances, and gives them the tools to, possibly, de-escalate the situation.

Length: 60 minutes

Item#: BVL283651

Copyright date: ©2018

Closed Captioned

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Not available to Home Video and Publisher customers.