De-escalation training for the front line
Your front desk, nurses, tellers, clerks and field staff deal with upset people every day. Kevin teaches them how to stay calm, take control of the conversation and keep it from turning physical, using skills police officers rely on.
Words that work under pressure
Kevin Macho is a Verbal Judo instructor trained by founder George Thompson, with more than 25 years in law enforcement since 1994. He has relied on these skills on calls with people who were angry, frightened, intoxicated or in crisis. He teaches them in plain language your staff can use the same afternoon.
What your staff will practice
- Reading the early signs that a conversation is heading the wrong way.
- Controlling your own stress response, including a simple breathing technique officers use to stay clear-headed.
- Listening so people feel heard, and phrases that calm instead of inflame.
- Setting limits respectfully and offering real choices.
- Positioning, distance and exits: staying safe while you talk.
- Knowing when to stop talking, get help and report the incident.
Built for your setting
- Healthcare and dental offices: waiting rooms, billing disputes, patients and family members in distress. See healthcare programs.
- Government counters: permits, utilities billing, courts, DMV-style lines and code enforcement.
- Retail, banks and credit unions: refunds, declined transactions and shoplifting encounters.
- Customer service and call centers: phone and in-person escalations.
- Field staff: utility workers, inspectors and delivery drivers who show up at someone's door.
De-escalation is also part of a strong workplace violence prevention program, and California employers can build it into their annual SB 553 training.
Your trainer: Kevin Macho, SPHR, MAM
- 25+ years in law enforcement since 1994, and the Police Medal for courage in the line of duty (Portland Police Bureau)
- Ranked #3 of 300+ trainers at the largest seminar company in the United States, and Rookie Trainer of the Year (2018)
- SPHR certification and a Master of Arts in Management
- Verbal Judo instructor trained by founder George Thompson
- Live programs in 38 states
Frequently asked questions
Who is de-escalation training for?
Anyone who deals with upset members of the public or coworkers: front desk and patient-facing staff, government counter employees, tellers, retail and customer service teams, field crews and their supervisors.
Is this the official Verbal Judo course?
Kevin is a Verbal Judo instructor trained by founder George Thompson, and his de-escalation training draws on that background and his 25+ years in law enforcement. Each session is custom built for your workplace. Ask during your planning call if you need a specific certificate program.
Does de-escalation training satisfy California SB 553?
SB 553 training covers more than de-escalation, including your written plan, reporting and the violent incident log. Kevin can build de-escalation into a complete annual SB 553 session. See the California training page for details.
Can staff practice, not just listen?
Yes. Sessions include short, realistic scenarios drawn from your setting so people practice the words and the positioning, not just hear about them.
Give your front line the words that work
Tell us about your team and we'll confirm Kevin's availability within one business day.